Digital Customer Care

Course Requirements

• Basic English communication skills (reading and writing).
• A smartphone or computer with internet access (for practicing digital responses).
• Access to at least one digital communication platform such as WhatsApp, Facebook, Instagram, Email, or Live Chat.
• Willingness to learn and practice customer service skills through real-world scenarios.
• No prior customer service experience is required — beginners are welcome.
• For employed learners: Recommended to have access to your company’s product or service information for practical exercises.
• For business owners: Recommended to have details of your business offerings to personalise exercises.
• Openness to mindset training and emotional intelligence exercises.
• Ability to commit to short practice assignments throughout the course.

Course Description

The Digital Customer Care Masterclass is a practical, scenario-based online course designed to equip you with the modern skills needed to deliver exceptional customer service across today’s most important digital platforms — including WhatsApp, Facebook, Instagram, Email, SMS, and live chat.

In a world where customers prefer messaging over phone calls, the ability to communicate professionally, solve problems quickly, and create positive digital experiences has become one of the most valuable skills any business or customer service professional can have.

This course focuses on real Zambian customer behaviour, local communication styles, and the unique challenges faced by support teams and businesses operating in Zambia’s digital economy. Through relatable examples, mindset training, communication exercises, and behaviour psychology, you’ll learn how to manage difficult customers, handle online pressure, and deliver service that builds trust, loyalty, and long-term relationships.

Whether you work in customer support, sales, retail, banking, hospitality, e-commerce, or you run your own business, this course will give you the tools to stand out and serve at a higher level.

You will learn how to:

• Communicate clearly and professionally on all digital platforms
• Use emotional intelligence to stay calm, confident, and in control
• Understand why customers behave the way they do online
• Resolve complaints using de-escalation and conflict management techniques
• Deliver product support and convert online enquiries into sales
• Manage public comments, online reviews, and reputation risks
• Apply psychology-based techniques to influence customer behaviour positively
• Build customer loyalty through aftercare and trust-building practices

The course includes:
✔️ Practical WhatsApp and social media scenarios
✔️ Communication and mindset exercises
✔️ Behaviour psychology lessons
✔️ Sales and support product training
✔️ Templates, scripts, and examples
✔️ Quizzes and assessments
✔️ Certification upon completion

Whether you're a beginner or an experienced professional looking to strengthen your digital customer care skills, this course will give you everything you need to deliver service that truly makes you stand out.

Join now and transform the way you serve customers in the digital age.