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E-Commerce Customer Service

Welke mogelijkheden heeft u om uw klanten de customer service te bieden die ze zoeken?

Master Class English
When 4 October 2023
09:30 - 12:30
Location UBA Buro & Design Center
Esplanade 1 Box 8
1020 Brussels

Schedule

On Wednesday 4 October:
9:30 - 12:30
Hans Cleemput Director at Customer Contact

Customer service in en rond e-commerce

  • Wat maakt E-commerce anders als het gaat om customer service?
  • Wat zijn de opportuniteiten van E-commerce en wat zijn de specifieke valkuilen?
  • Hoe bouwt u uw eigen ‘opti-channel’ strategie en hoe zorgt u er vervolgens voor dat u bereikbaar bent voor uw klanten?
  • Kan u een oplossingsgerichte aanpak garanderen? En hoe ziet die eruit?
  • Hoe gaat u om met klachten? Hanteert u de juiste flow? Hoe communiceert u? 
 

Het ‘return-to-sender’ principe

In e-commerce, en al zeker in de fashion sector, worden er wel eens wat bestellingen teruggestuurd. Dit zijn vaak ook momenten waarop de customer service gecontacteerd wordt. U leert in dit deel dat de klant niet steeds koning is, maar ook rechten en plichten heeft, net als u. U ontdekt hoe u deze kan vertalen in uw voorwaarden en strategie. En vooral hoe u uw customer service kan uitspelen als een marketing asset.
 

Meer omzet genereren

De customer service hoeft niet enkel een kost te zijn voor een bedrijf. Het kan ook als extra sales- of marketingapparaat gebruikt worden. Of met andere woorden: extra omzet genereren voor uw bedrijf. In dit deel wordt er verder ingezoomd op de structuur, tips en scenario’s die dit mogelijk kunnen maken.

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Prices

  • UBA-lid | merk: deelname is inbegrepen in het UBA-lidmaatschap. 
  • UBA-lid | expertisepartner: € 215 (excl. BTW). Betaling na ontvangst van de factuur.
  • Standaard: € 430 (excl. BTW). Betaling na ontvangst van de factuur.
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