You cannot copy content of this page
Sale!

Customer Support Training

$200.00 $99.00

Limited Time Offer

This Course Includes:
Videos | Case Studies | Quizzes | Activities| Certificate of Achievement | Unlimited Access & Re-takes | Surprise Bonus

 

Number of Licenses:

Customer Support 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, web-chats, and even smart phone apps. The customer experience begins long before the purchase is made.

With our Customer Support workshop, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.


Customer Support Course Outline:

Module One: Getting Started

  • Workshop 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

  • Words from the Wise
  • Lessons Learned
  • Completion of Action Plans and Evaluations

 

WHAT OTHERS SAY

 

Kevin O'SullivanKEVIN O’SULLIVAN | CEO – STAR KNOWLEDGE TECHNOLOGY ALLIANCE LLC – USA

“An exceptional soft skills library of video content and structure that aligns totally with the challenges and demands of corporate adult learning requirements for knowledge-centric employees. I recently conducted my initial soft skills learning session with 36 offshore employees and the reviews were all 5 stars!”


Jeanie Allen
JEANIE ALLEN | DIRECTOR – HORIZON HEALTH CAREER TRAINING CENTER – USA

We have absolutely loved the soft skills online courses. Our school offers training for health related careers. We show the soft skills videos to each class at the end of their program and the response has been overwhelming. The students have found the information very helpful and are very complimentary of the quality of the videos.”