Customer Support

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.

 

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

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
Module Twelve: Wrapping Up
Wrapping Up
How to get your Diploma
Action Plan

Basic information

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Customer information

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Order summary

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Customer Support39.90
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This course is included in:

Customer Care Specialist Diploma
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