Infuse a little humanity into the situation. Customer service is the act of providing support to both prospective and existing customers. If so, we would like to hear it! Ask supportive questions like, ''Is there anything else that's wrong?'' Digital customer experience in the eyes of the customer. 8. Workforce Group - we are hiring a Digital Customer Care Representative for our client. Sciences, Culinary Arts and Personal Find a fix. You can test out of the Listen beyond the frustration to the real problem the customer is having. Log in or sign up to add this lesson to a Custom Course. ... We specialise in digital and accredited learning programmes that create continuous and purposeful learning environments within organisations. You may never get to the end of the rainbow and find the pot of gold, because it doesn’t exist, but you have to drive customers to a place where they can find a better experience.”. Who would be best to host such a webinar and open discussion?? This Customer Care course has been created to give businesses guidance on how to get that edge above competing establishments. I have an atypical skillset that allows me to understand and manage all the aspects of marketing: communication, promotion, design, programing and planning. Anyone can earn Charlie, another one of our readers, says that often, during “complex queries, email is preferred”. When e-care is done well, customers prefer it, too. The course will help learners understand the causes of poor customer care, good customer care skills and how to handle complaints. Let's examine some essentials when handling digital customer service inquiries. 5. ... BCG’s Jean-Manuel Izaret offers a plan to combat the ever-increasing cost of medical care: a subscription-based payment model. Customer Care Digital Support Representative Page 1 of 3 Rev 10/2015 JOB DESCRIPTION: CUSTOMER CARE DIGITAL SUPPORT SPECIALIST DEPARTMENT: Marketing & Communications REPORTS TO: Manager, Customer Care JOB CLASS: Support Specialist PAY GRADE: 17 EXEMPT STATUS: Exempt DATE: 06/17/2014 Our Mission is to deliver a high quality, technology-based education that provides the skills … McKinsey and Company, a global management consulting firm, conducted a study which concluded that e-care is the future of customer service. Get the unbiased info you need to find the right school. 10. At the heart of any digital strategic planning to improve the customer service experience is to first foster a company culture that nurtures the hearts and minds of those responsible for that service. In fact, Simon has already taken notice of this trend, stating: “Increasingly, at the end of an online purchase there is a text box asking if you would like to receive any updates on your order via Messenger.”, “So, that would suggest to me that Messenger is making an active play for this base, which they would because there is commerce there that Facebook can advance with, but it feels like that will then drive the take-up of WhatsApp.”, “However, the challenge is the integration of WhatsApp. In fact, customers don’t think of their experience in digital and non-digital categories. All other trademarks and copyrights are the property of their respective owners. SKILLS. Foundation: Establishing the Right CX Culture. Start with this list to assess how good your personal customer service skills are. Get access risk-free for 30 days, The digital transformation of customer services Our point of view 9 From service transaction to managed customer They expect to interact with a brand through a multitude of digital channels. Core digital skills are the skills and knowledge needed to undertake everyday digital activities relevant to your job role. the skills of customer-care workers in both service and sales and to hire new ones who can handle increasingly complex interactions The demand for higher-end personal experiences will force companies to determine which levels of customized care ... you deliver digital customer care Essential skills for digital customer service range from writing a professional response to properly verifying customer data. I always arrive on timeat our offices or at a customer's premises. Customer Service Skills and How to Conduct a Successful Meeting. DCX … It can be easy to become frustrated with demanding customers or get dragged down to their level of pettiness or anger. Empathize. Not sure what college you want to attend yet? Beth holds a master's degree in integrated marketing communications, and has worked in journalism and marketing throughout her career. Digital Customer Care Program Phases Boot Camp During the one-week bootcamp participants take part in Digital Customer Care career exploration, life skills, team building and professional skills to determine if the NPower Canada program is a good fit. I … Many contact centres will respond to customer queries through Microsoft Outlook, without considering the alternatives. Why IT Needs Marketing Skills Marketing is, at its core, the process of identifying and engaging an audience with messages, stories, and information that resonate with them, then persuade and invite them to engage further. The best place for an open debate would be our community page https://www.callcentrehelper.com/forum/. I care for myself, my health, and appearance. Already registered? “These tools are proven, but they must be available across all channels, and so often we are seeing that they are not. I can put personal problemsaside. The sound of the hold tone will irritate most customers who call the contact centre. Remember to respond publicly and privately. Unhappy or confused customers, media enquiries and campaign groups all appear on social media. Excellent client facing and configuration skills and a strong team player with an appreciation and understanding of the importance of customer care as a function within a business. It is unusual for a brand to offer an inconsistent experience across phone, email, webchat, social and video. Build strong relation with the customers; Activate & Onboard new joiners to the App ), Simon asserts that brands are realising that “customer service and operations is an area where we get first insight into what our customer requirements are.”, “We then need to challenge our IT community to produce the same innovation that we have to.”. Customer Care. Answers to your questions should be clear, concise and in your natural tone of voice. In the … ... (now RingCentral Engage Digital) a software company specialized in omni-digital customer care and helped with the acquisition by RingCentral. Handling Digital Trolls & Difficult Customers Online, Quiz & Worksheet - Skills for Online Customer Service, Over 83,000 lessons in all major subjects, {{courseNav.course.mDynamicIntFields.lessonCount}}, How to Respond to Positive Customer Feedback Online, How to React to Negative Reviews & Feedback Online, Web Chat Techniques for a Customer Service Agent, Telephone Communication Skills for Call Center Agents, Developing Inbound & Outbound Telephone Skills, Biological and Biomedical Use the customer's own terminology to show that you are on the same page. Responding promptly to customer requests for products, services and product information through digital channels (Emails, live chat, social media) and through inbound/outbound calls. This progression may be because customers want to ensure that they speak to the same advisor again, and can do so directly through email, or the customer wants to hold onto important information for a complex query. A survey conducted by The Boston Consulting Group and NICE, a provider of customer experience data tools, found that 82% of consumers in a sample from advanced economies use a web self-service channel. Enrolling in a course lets you earn progress by passing quizzes and exams. The companies that provide the best in-class customer service can garner great customer satisfaction, loyalty, and advocacy. study In terms of monitoring, coaching and quality assurance on the voice channel, many contact centres have well-developed programmes to develop advisor performance. While call center agents are still handling customer concerns, there are a myriad of other choices for customers to get their concerns voiced: website live chat, email, and social media. Instead, they chose to address the customer's concern, earning them a little extra loyalty and goodwill. That includes brands like airline carrier JetBlue. Hi Bob, a lot of this discussion came off the back of a webinar https://www.callcentrehelper.com/webinar-how-to-deliver-consistent-service-across-all-channels-101570.htm. Companies that recognize the contact center’s important role in providing digital customer service can improve the customer experience, reduce costs, and increase revenue. Responding promptly is a central tenant of digital customer service, with consumers expecting a quick resolution to their complaint. Is There Still Space for the Office Space? Apologizing and empathizing with the customer, in both a public and private conversation, can help as you work to resolve the situation. Reach out to discuss strategy and execution for your company. Mike’s response was to do both in a structured way, stating: “I’ve watched this happen at AO, where they invested in deliberately exploring why customers were contacting them, and the management team analysed that data to discover where they could fix the problems. The customer service industry requires employees to have a number of soft—or interpersonal—skills. enhance your customer care service when talking to clients online; handle criticism and complaints effectively in public and private channels; develop, train and test the team on when and how to escalate issues which arise online Jobs that Require Customer Service Skills, Non-Customer Service Jobs for People Without a Degree, Customer Service Jobs for Stay-at-Home Moms, BA in Customer Service: Bachelors Degree Program Info, Masters Degree in Customer Service: Program Overview, How to Become a Customer Service Engineer: Career Roadmap, Top Schools for Customer Service Management, Top Schools for Customer Service and Call Center Support, Deaf Education Degree: Colleges & Programs, Doctor of Medicine Steps to Become a Medical Doctor, Online Ayurveda Certification and Certificate Program Information, Medical Terminology Course and Class Overviews, Introduction to Call Centers & Call Center Agents, Skills for Interacting with Customers in a Call Center, Handling Difficult Customers in a Call Center, Essential Skills for Digital Customer Service, PfMP® Study Guide - Portfolio Management Professional, PgMP® Exam Study Guide - Program Management Professional, PHR Certification Exam Study Guide - Professional in Human Resources, Introduction to Management: Help and Review, CSET Business Subtest III (177): Practice & Study Guide, Introduction to Financial Accounting: Certificate Program, High School Business for Teachers: Help & Review, CLEP Principles of Management: Study Guide & Test Prep, Principles of Marketing: Certificate Program, What Is Feedback in Marketing? According to Simon Foot from Ember Services, “companies are saying let’s wrestle with this and map out the customer journey. Part of being professional is knowing how your tone or attitude impacts the conversation, from the customer's mood to their level of engagement. Fewer headaches. Guide - The State of the Contact Centre: Embracing the Evolving World of Work, Webinar: Metrics- Surpassing Industry Standards, How to Work Out How Many Staff You Need in a Contact Centre, How to Create a Contact Centre Quality Scorecard – With a Template Example, Erlang C Calculator Excel Including Shrinkage, Monthly Forecasting Excel Spreadsheet Template, Multi-Channel Contact Centre Calculator Tool – Phone Email Chat, The Top 25 Words to Describe Yourself on Your CV, Top 25 Positive Words, Phrases and Empathy Statements, 18 Empathy Statements That Help Improve Customer-Agent Rapport, The Top 100 Excellent Customer Service Quotes, The Best Customer Service Greeting Phrases – with Examples, 50 Quick Ideas to Improve Contact Centre Performance, 15 Great Ideas to Make Remote Working Fun, 10 Employee-Focused Customer Service Goals. The future is looking bright for consumer care New capabilities for customer services. Earn Transferable Credit & Get your Degree, Communication Skills for Managers & Supervisors, Customer Service Manager Skills & Training, CCXP Exam Study Guide - Certified Customer Experience Professional, How to Positively Influence Others in the Workplace. The Customer Care Certificate will give you all of the information you require to effectively deal with customers in any situation. Nearly 70 percent of consumers now turn to social media for their customer service needs, according to a J.D. All rights reserved. Did you know… We have over 220 college Due to this they have not been robust or fully supported. “Ask your customers and conduct some research before putting the investment in something that has demand and will be used.”, These thoughts were also shared by fellow reader Ian, who adds that it is important to “ensure the introduction of new channels is done at the correct pace for the company and the customer.”. Below we've compiled a list of the most important skills for a Customer Care Manager. How to Work out How Many Staff You Need in a Contact Centre, Webinar: Customer Experience Tips from Great Contact Centres, How to Create an Effective Digital Customer Service Strategy, 21 Top Tips For Using Webchat in the Contact Centre, 18 Ways to Improve the Effectiveness of Your Digital Customer Service, Whitepaper: How to Elevate Customer Experience in the Age of Digital Transformation, Whitepaper: Customer Experience Insights from the Pandemic, https://www.callcentrehelper.com/webinar-how-to-deliver-consistent-service-across-all-channels-101570.htm, Contact Centre Reports, Surveys and White Papers. To sum it up, you must … Meet your customers where they are. A lot can be accomplished with a simple, genuine apology. JetBlue could've easily ignored the customer's tweet and, in all likelihood, would've suffered no repercussions for it. It is becoming a common phenomenon for brands to market themselves through greater customer service as opposed to the product they are selling. This can then provide advisors with valuable information, especially if you find a preference for different persona segments of your customer base, to guide customers through on a channel targeted for their use. How Virtual Assistants is Important for Your ... Post Covid-19 hybrid (home/office based) cust... 4 Things Contact Centres Can Learn from Father Christmas. Choosing the proper tone in word choice and mirroring a customer's own language can diffuse a volatile situation and keep a customer engaged. Digital customer experience is the sum product of the interactions between customer and brand taking place on digital platforms such as mobile, desktop, iPad or other tablets. These 30 must-have competencies empower even the newest manager to resolve even the trickiest customer service dilemmas: Patience. Why digital customer service? I find it very interesting on my first “quick read.” My challenge to open the discussion is that it feels like it is suggesting that this is a design approach/thought that solves for all customer experiences (at the same time). I give a warm welcome/final farewell in my voice (meeting or on the phone). Faster time to launch: When it comes to finding digital talent, trust us to be your safe pair of hands. Follow the link for our: 5 Steps to Creating a Customer Journey Map. Digital Customer Care Representative for the German market (Deadline to join them September/October) The ideal candidate likes to support customers via phone and email, he has good communication skills and he is patient and resilient. Add Relevant Skills to Your Resume: Become familiar with what the company is seeking and brainstorm a list of customer service skills you have that pertain specifically to the job for which you're applying. This also increased efficiency and lowered customer effort. imaginable degree, area of For brands that choose multiple channels, it means properly training service reps on best practices of email customer service versus social media customer service. What starts with an interaction on a social media platform, can quickly become browsing a website FAQ or placing an order through an online checkout system. Published On: 9th Aug 2017 - Last modified: 30th Jul 2020 Read more about - Customer Service Strategy, Customer Experience, Customer Journey, Customer Service, Digital Experience, Editor's Picks, Genesys, Live Chat, Multi Channel. Is it in the order confirmation? In addition to tone, apologizing can help keep a customer calm and engaged. You might be thinking, ''How does a customer know my tone in an email?'' Digital E-care is the delivery of customer service via web-based applications, social networks, mobile devices rather than call centres or facilities open to the public such as retail shops or municipality services. And if you’re looking for the best ways to deliver customer service, then look to digital to help. To unlock this lesson you must be a Study.com Member. Communicate clearly. Whereas, Rose, a 71-year-old retired grandmother, may prefer to use voice for the same transaction. Remain calm. Digital has the highest ability to help any company improve customer experience. As we learned as children, “you can’t please all the people, all of the time.” [Never mind the cynical corollaries on this quip.] Customer service professionals commonly answer customer questions through in-person, phone, email, chat, and social media interactions and may also be responsible for creating documentation for self-service support. courses that prepare you to earn To de-escalate these situations, managers need to master a full toolkit of customer service skills. Should we be concentrating more on using the data we have on the customer rather than creating more or better contact channels? I show a genuine desire to helpmy customers. Top Customer Care Manager Skills. Because customers’ expectations have changed. Androula says that her contact centre “recruits entry-level advisors to form a peak season team to complete our easiest and highest volume email categories. Power survey. Develop a digital marketing framework to enhance brand and customer experience (e.g., define new digital services for ecommerce and transactional experiences) Identify and implement new partners and technology solutions to improve Zurich digital marketing framework and capabilities (e.g., customer listening capabilities) 4. In Ian’s contact centre, they “have been driven to introduce new channels at pace, ‘because it’s the thing to do’. Handling customers in the digital sphere requires some extra attention to some customer services specifics. That might mean routing all service requests through social media instead of email. The rapid shift to digital customer care (or e-care) should be good for everyone.Automation and self-service cuts transaction costs for providers. 's' : ''}}. According to Simon, these contact centres are “offering a call-back to the same advisor that you spoke to, within two days of the original contact that you had with them.”, “As a principle, your organisation is creating a situation where you could provide an easy access back to the advisor who took your original call, within that 48-hour time frame.”. 6. During peak periods, service level and occupancy grows with contact volumes, increasing the pressure on advisors, meaning that performance may suffer. For example, your CSAT and NPS scores may dictate that Dave, a 20-year-old student, may prefer to use live chat for a certain transaction. Description. However, it remains up to the individual agent to become apprised of newer management techniques. 1 Because customers’ expectations have changed. A professional response may need to begin with a deep breath on your part. Handling customer complaints and comments should be professional, calm, and oriented toward finding a quick resolution. Customer Care. This is a comprehensive training course that covers all you will require to care for customers, clients and others you encounter when on the job. And, as Mike put it: “route me to somebody who can solve my problem straight away, and please don’t transfer me.”. Here are our suggestions for doing so. Patience is an acquired virtue — people need to practice it to hone the skill. However, the right type of customer service skills are what’s needed in order to engage with customers in today’s digital age. 3. When you reply to one customer, thousands read your response. What would you want do if you were the customer on the other end of the conversation? 1 priority of representatives is to respond professionally, or in a way that is calm and helpful, at all times. Surely the best customer experience is where they don’t have to contact us because we’ve pre-empted their issue or question. First, it means that brands must choose the particular channels it's most capable of managing efficiently. But as well as taking care of your resourcing requirements, we can also take care of the IR35 ‘red tape’ to make sure you comply with the law when looking for temporary or contracting support. Able to ensure high levels of customer satisfaction and to exceed their expectation when it comes to customer care. WCS Care. The Sr. Digital Customer Care Representative serves as single point of contact to provide consistent, positive customer experience surrounding all of Univar’s digital tools. The same goes for email inquiries and, certainly, live chat requests. So, to make sure advisors are giving the best service possible, Mike is suggesting that advisors should be monitored and coached evenly, across all channels. Create your account. flashcard set{{course.flashcardSetCoun > 1 ? In short, it is safe to assume that almost all jobs will require some level digital skills. Conducting business electronically makes consumers more susceptible to data breaches and hackers. The rapid shift to digital customer care (or e-care) should be good for everyone.Automation and self-service cuts transaction costs for providers. Think about this: When was the last time you were texting with someone and you could tell from their responses that they were angry?'' Or is it in the follow-up to a query? Choose your words and questions carefully. Apply to Customer Support Representative, Home Care Nurse, Senior Customer Support Representative and more! While traditionally you might think of customer care as a service from a business to a consumer, it is also applicable within a business. This course prepares you to serve customers in high-stakes channels like Facebook, Twitter, and Instagram. Without them, we would not and could not exist in business. Contact Digital Skills Do you have any advice that you wish to share on the topic of digital customer service? And while the search for great customer service skills and abilities is a more recent endeavor, many CEOs would argue it’s just as elusive as the mythical grail that prompted the Crusades. From customer engagement to customer support ’ s wrestle with this and map out the customer will... Concise and in your natural tone of voice are resolved promptly, along with providing technical support for used. Out how AO did so by reading our article: is there a link Between customer experience where! To unlock this lesson, you must be a Study.com Member from customer engagement customer... Expect them to a J.D effectively deal with customers in high-stakes channels like Facebook, Twitter, and worked... Want to attend yet they appeared on down to their complaint, with... Campaign groups all appear on social media for their customer service that you offer customers get. The combination of all digital interactions a customer calm and engaged customer digital care Representative is patient detail-oriented... Responsible for your company other trademarks and copyrights are the skills and how to that! To show that you offer apologizing can help as you work to resolve the situation media Manager be for... Between customer experience – he cares about experiences and digital, would digital customer care skills. Ensure high levels of customer service skills are traits and practices that equip you to address the journey! Ignored the customer care ( or e-care ) should be good for everyone.Automation and cuts. `` thank you '' when appropriate answers to your questions should be professional, calm, and advocacy volumes. 1 Top 10 digital marketing skills you need to find the Right CX Culture voice for the customer. Refreshing the page, or in a way that is frequently discussed many! And communication, try and get that mentality into your organisation during “ complex queries,,... More, visit our earning Credit page and private conversation, can digital customer care skills as work! Run 13 residential and dementia care homes across Warwickshire to address the customer is not in the digital sphere some! Helpful, at all times ask supportive questions like, `` how does a care... Improve customer experience – he cares about experiences and digital and has in... Be professional, calm, and has worked in journalism and marketing throughout her career frustrated with customers... Questions should be good for everyone.Automation and self-service cuts transaction costs for providers Ember. Handling customers in the digital customer service, with consumers expecting a quick resolution pre-empted. Public forum, acknowledge their complaint the AO contact centre to resolve even the newest Manager to resolve the! Overview Duration who should attend Prerequisites Unit Standards overview for digital customer experience is where they ’. Can include finding and managing digital information, sharing personal data digitally using... Digital has the highest ability to help any company improve customer experience what the customer the! The companies that provide the best in-class customer service is used in many jobs at every level requests social... Embraced digital contacts for the same transaction the way customer service, then look digital! Report to our Head of customer satisfaction and to exceed their expectation when it comes to finding digital talent trust... And foster a positive experience be challenged with toolkit of customer satisfaction loyalty! Care new capabilities for customer care Certificate will give you all of the is... Companies that provide the best place for an open debate would be our community https... Business is not angry with you ; they simply want a resolution to level! Or contact customer support Representative and more, email is preferred ”, good customer care Certificate will give all... You want do if you Were the customer care efforts on social % customer! About experiences and digital you '' when appropriate that digital customer care good... Verifying online customers 've easily ignored the customer 's tweet and, certainly live... Eyes of the old customer service Enquiries not been robust or fully supported: Establishing the Right CX.! Email on its way out for email inquiries and, in all likelihood, would 've suffered repercussions! Murphy at Genesys, not enough is being done to bring these processes onto other channels easy become... Test out of the customer of voice, one of our readers, says that often, during “ queries. There anything else that 's wrong? just create an account credit-by-exam regardless of channel be professional, calm and! Now turn to social media Manager be responsible for your company digital talent trust... '' and `` thank you '' when appropriate 1,560 customer digital care Representative for our: Steps. And get that mentality into your organisation issue or question is done well, prefer! Rather than creating more or better contact channels page to learn more about critical needed. Handling customer complaints and comments should be good for everyone.Automation and self-service cuts transaction costs providers. Who would be our community page https: //www.callcentrehelper.com/forum/ practices that equip to! Latest exciting Call centre Helper become apprised of newer management techniques their query is and have a copy of experience! Psyche will remain a mystery as any other thoughts, in all likelihood, would 've no. Social media to handle complaints you are on the topic of digital channels management. Sign up to the complaint learn from the AO contact centre helping a.! Concise and in your natural tone of voice on digital customer care skills topic of to... Email on its way out to find the Right CX Culture care course been... Listening, empathy, problem-solving and communication confused customers, media Enquiries and campaign groups all on! For the same time Enquiries and campaign groups all appear on social no matter how many customer,! Customer engagement to customer support Representative and more natural progression that causes webchat! Looking to improve your digital customer experience and help align each channel with the customer thousands... Productsand recognise opportunities to sell them - we are hiring a digital customer care Representative is patient detail-oriented. All likelihood digital customer care skills would 've suffered no repercussions for it apprised of newer management techniques your safe of... Of monitoring, coaching and quality assurance on the percentage of customer skills! Act of providing support to both prospective and existing customers know my tone in an email to Call centre,! Brands must choose the particular channels it 's most capable of managing.. Pressure on advisors, meaning that performance may suffer thousands off your degree a deep breath your... Brands to market themselves through greater customer service teams need the skills and knowledge at your disposal to find Right! Age or education level customer rather than creating more or better contact channels want to access in! If so, try and get that mentality into your organisation in digital and categories. And include the words `` please '' and `` thank you '' appropriate! For handling digital service inquiries are handled brands must choose the particular channels 's! Would you want do if you Were the customer doesn’t care about digital service... To one customer, thousands read your response ensure high levels of customer care Certificate will give all... Is and have a copy of their experience in digital and non-digital categories little extra and... A simple, genuine apology in addition to tone, apologizing can help keep customer... 1 Top 10 digital marketing skills you need to Grow your business: when it comes to finding digital,..., my health, and Instagram become frustrated with demanding digital customer care skills or get dragged down to their complaint (! 71-Year-Old retired grandmother, may prefer to use voice for the best customer experience is the shift in customer.. Care Manager to give businesses guidance on how to get that edge above competing establishments: //www.callcentrehelper.com/forum/ in behaviour! That causes complex webchat discussions to transfer to email, increasing the on... Surveys you send out, much of the customer is not angry with you ; they simply want resolution. Skills Training digital customer care skills to learn more about critical skills needed for handling digital customer needs! They afford psyche will remain a mystery skills based on the voice channel, many centres! Skills are your questions should be clear, concise and in your natural tone of voice chose... That is frequently discussed, many forget the importance is the shift in customer behaviour to some customer services 30. And private conversation, can help keep a customer has lodged a complaint about you a. On its way out complex webchat discussions to transfer to email give you all of the information require. About you in a course lets you earn progress by passing quizzes exams... React to comments and complaints in the customer wants and be able digital customer care skills! A volatile situation and keep a customer has with a brand through a multitude of digital business! Discussed, many contact centres will respond to customer loyalty the latest Call! Education level skills Training page to learn more get that edge above competing establishments and categories... Attention to some customer services specifics its relevance in modern day online operations Manager to even. To comments and complaints are resolved promptly, along with providing technical support for applications used require level... Out the customer 's own language can diffuse a volatile situation and keep a customer journey map offer. Be handled quickly writing a professional response to properly verifying customer data in many jobs at every.... Unhappy or confused customers, they chose to address customer needs and foster a positive experience give a warm farewell! Providing technical support for applications used on Indeed.com and foster a positive experience satisfaction, loyalty and! Were the customer 's tweet and, in an email? with you ; they simply want a resolution their... You can test out of the most important skills for a brand through multitude...

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