Customer Support

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Course 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 smartphone applications.  The customer experience begins long before the purchase is made.

With our “Non-Telephone Customer Support”workshop, you will discover new opportunities in customer support services via the internet, and how to use these opportunities to your advantage.

10+

Hours

62

Lectures

$40

Price

WHAT TO EXPECT

Learning Objectives

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

Course Outline

Module One: What Is Customer Service?

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

Module Two: Challenges

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

Module Three: Email

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

Module Four: SMS

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

Module Five: Webchat

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

Module Six: Multi-Channel Apps

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

Module Seven: Support Ticket Apps

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

Module Eight: Documentation

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

Module Nine: Feedback

  • Surveys
  • Boxes
  • Analytics
  • Usability
  • Case Study
  • Module nine: Review Questions

Module Ten : Be Proactive

  • Research Analytics
  • Discover Opportunities
  • Prevent Problems
  • Provide Support Before People Know They Need It
  • Case Study
  • Module Ten: Review Questions

Assessment