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Quick Look Course Summary:Customer Support Course
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Next Public Course Date:
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Length: 1 day(s)
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Price (at your venue): 1 Person R 4,811 EX VAT 3 Person R 3,654 EX VAT 10 Person R 2,719 EX VAT
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Certification Type: Non-Accredited
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Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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Customer Support Course
Introduction
Customer support is the most critical component of every business. Before problems with customers arise, an efficient customer support department will address issues before a customer needs to resort to customer service.
Customer Support Course
Course Outline
1. Introduction
Workshop objectives
2. Customer service
Support versus service
Participants
Metrics
Trends
Case study
3. Challenges
Customer challenges
Crisis
Ticket backlogs
End relationship with customer
Case study
4. Email
Formal yet conversational style
Scripted yet authentic
Explain information
Results
Case study
5. SMS
Convenience of texting
Apps and software available
Information to communicate
Communication through text
Case study
6. Web chat
Personalise
Apps and software available
Real time support
Etiquette
Case study
7. Multi- channel apps
Different multi-channel apps
Pros
Cons
Making a decision
Case study
8. Support ticket apps
Different support ticket apps
Pros
Cons
Making a decision
Case study
9. Documentation
What to document
Using tools
Prepare documentation
Retain
Case study
10. Feedback
Surveys
Boxes
Analytics
Usability
Case study
11. Be proactive
Research analytics
Discover opportunities
Prevent problems
Provide support before people need it
Case study
12. Topics not discussed
Post Workshop overview
Customer Support Course
Course Duration
1 day/s
Who should attend
Customer Support Course
This course is intended for employees and management in customer support.
**Quote does not include Any Exam Fees (if applicable)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills. Â
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Frequently Asked Questions
Is this course accredited?
No. This course is delivered as a practical, facilitator-led skills programme and delegates receive a BOTI certificate of attendance. If you need a credit-bearing outcome for B-BBEE skills development, SETA grant or learnership purposes, ask us about our accredited qualifications, skills programmes and unit standards.
Can this course be delivered in-house at our premises?
Yes. Every BOTI course can be delivered on-site at your offices anywhere in South Africa, or at a scheduled public venue, and can be customised to your team and industry.
How do I book or get a quote?
Use the enquiry form on this page for a tailored quote, or call 011 882 8853 / email [email protected]. The course length and next public course date are shown in the Quick Look summary.
Can this training count towards our B-BBEE scorecard?
Spend on this course still counts as skills development expenditure for B-BBEE purposes, but it does not count as accredited training spend, and the Codes limit how much non-accredited training can contribute. Please confirm the treatment with your skills development facilitator or B-BBEE verification agency.
Do you tailor the training to our industry?
Yes. Our training is built around your business, using practical, real-world examples relevant to your team and sector.