SDEB023 Социалните медии в ИТ услугите (Social Media in IT Service Environment)

Майнър програми - Каталог 2022/2023 | Инженеринг на цифрови услуги (на английски език) | SDEB023

Анотация:

COURSE OUTLINE AND OBJECTIVES

The course will discuss how cultural and religious differences - which remain hidden at first - become powerful communication tools to succeed in a multinational company and how they have to be attuned within Sales Departments and Contact Centers.

Intercultural background knowledge is to be introduced, trained and fine-tuned as a sensitive awareness in IT services. During lectures and course discussions students will be involved in the calibration of ‘background intercultural procedures’ within close-to-real business conversations with business clients and partners. The target here is how to facilitate “the long journey” of Customer Care.

During practice-oriented consultations (online and face-to-face) the lecturers communicate with course participants using:

? Email and Messenger (Facebook, Viber, WhatsApp and WeChat)

? Video Conferencing Tools (Google+ Hangout, Skype, Facebook, Zoom)

? Moodle (as a virtual blackboard)

? Google Docs (to synchronize working sheets and case analyses).

? Dropbox and Google Drive (online platforms to share files < 2 GB).

прочети още

Към курсовете на програмата График Виртуално обучение

Инженеринг на цифрови услуги (на английски език)

Преподавател(и):

Людмил Дуриданов д-р

Описание на курса:

Компетенции:

COMPETENCIES

Successfully graduated students:

1) know how to:

Persuade real and potential clients in typical situations;

Synchronize sensitively social channels using the power within Omni-Channel communication, enhancing Social Media.

Respond adequately in a globally distributed environment;

Select and synchronize appropriately social channels with audio and text messages on the, especially during the first seconds when a client meets CSR.

2) can:

Assume various roles which acquire a confident performance bringing solutions in difficult professional situations

Design a suitable working style with a customer in English, German or French on-demand;

Create a well-balanced presence within close-to-real practical cases (interacting with Germany, Switzerland, Austria, France).
Предварителни изисквания:
PRELIMINARY REQUIREMENTS

Students have to bring along the following skills:

Working English

Basic computer skills

Форми на провеждане:
Редовен

Учебни форми:
Лекция

Език, на който се води курса:
Английски

Теми, които се разглеждат в курса:

GET BOLD! with Social Media – “fresh air” to influence business interaction
Social Media – a Tool Kit in a globally distributed environment
Social Media selection for a Global Innovation Center ambience
GOING VIRAL on the Social Business Netscape – a completely new model of Service Interaction
FACEBOOK, TIKTOK – VISIBLE EXPERTS – a new Strategy for an old Tradition to interact in Service
FACEBOOK, TIKTOK – an EMERGING SOCIAL TECHNOLOGY to communicate in a globally distributed business
TWITTER – the new PR Agent of a global corporation
LINKEDIN – an Online CV or a “Professional Club”
WECHAT – a Social Highway for business in Southeast Asia
SNAPCHAT, INSTAGRAM, TIKTOK – the new “invisible” messenger/s detecting business emotions in real time following the Viola-Jones algorithm
WHATSAPP, TELEGRAM – the next VIBER or SKYPE using encrypted B2B communication
Switching between Social Media Channels (FACEBOOK, INSTAGRAM, VIBER, WHATSAPP, WECHAT, SNAPCHAT, TELEGRAM, TIKTOK etc.) – THE NEW NORMAL to get relevant access approaching a potential or an old client
Synchronization of Social Channels – mastering a therapeutic solution with aggressive clients
Social Channels – platforms for technical issues or Fine Tuning technology for a long customer journey (required skills: interactive competence, the art to respond, positive statement standards - paraphrase)
The FACEBOOK and TIKTOK SOCIAL TECHNOLOGY – a new approach to “extract” issues and bring solutions

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