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Quick Look Course Summary:Customer Support Course
  • Next Public Course Date:

  • Length: 1 day(s)

  • Price (at your venue): 1 Person R 3,982.50 EX VAT 3 Person R 2,729.81 EX VAT 10 Person R 1,885.40 EX VAT

  • Certification Type: Non-Accredited

  • 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)

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