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.  

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