Customer Support

Description

Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.

With our “Customer Support” course, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
 

Course Objectives

  • Define customer support
  • Know the different venues for customer support
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

 

Syllabus

Module One: Getting Started

Introduction
Course Objectives

Module Two: What Is Customer Service?

Support vs. Service
Who Participates?
Metrics
Trends
Case Study
Module Two: Review Questions

Module Three: Challenges

Customer Challenges
Crisis
Ticket Backlogs
End Relationship with Customer
Case Study
Module Three: Review Questions

Module Four: Email

Formal Yet Conversational Style
Scripted Yet Authentic
Explain Information Carefully
Results
Case Study
Module Four: Review Questions

Module Five: SMS

Convenience of Texting
Apps and Software Available
Information to Communicate
Professional Communication Through Text
Case Study
Module Five: Review Questions

Module Six: Webchat

Personalize
Apps and Software Available
Real Time Support
Etiquette
Case Study
Module Six: Review Questions

Module Seven: Multi-Channel Apps

Different Multi-Channel Apps
Pros
Cons
Making a Decision
Case Study
Module Seven: Review Questions

Module Eight: Support Ticket Apps

Different Support Ticket Apps
Pros
Cons
Making a Decision
Case Study
Module Eight: Review Questions

Module Nine: Documentation

What to Document
Using Tools
Prepare Documentation
Retain
Case Study
Module Nine: Review Questions

Module Ten: Feedback

Surveys
Boxes
Analytics
Usability
Case Study
Module Ten: Review Questions

Module Eleven: Be Proactive

Research Analytics
Discover Opportunities
Prevent Problems
Provide Support Before People Know They Need It
Case Study
Module Eleven: Review Questions
Wrapping Up
Customer Support
LevelAll levels
ContentText / video
Study time3-4 hours
AccessLifetime
€ 49.00

Contact information

Thank you

We will contact you as soon as possible to confirm and set the date and time.

We use cookies to ensure that we give you the best possible experience on our website. By continuing to use the website we assume that you agree to our use of cookies. ×