BUY COURSE NOW - online self directed

Technology has changed how we approach customer support. With our Customer Support workshop, participants will discover the new opportunities in customer support services via technology and social media, but also how to use these opportunities to their advantage. Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, through websites, chats, apps and social media, the customer experience begins long before the purchase is made. Ensure that your team is ready for today's consumer with this program!

Course Objectives:

• Define customer support
• Learn about the different venues for customer support
• Recognize challenges of customer support
• Learn different applications
• Learn proper forms of documentation
• Learn to be proactive in customer support

Course Outline:



Customer Support

Module One: What Is Customer Service?

• Support vs. Service

• Who Participates?

• Metrics

• Trends

• Case Study

• Module One: Review Questions

Module Two: Challenges

• Customer Challenges

• Crisis

• Ticket Backlogs

• Terminating Customer Relationship

• Case Study

• Module Two: Review Questions

Module Three: Email

• Formal Conversational Style

• Scripted and Authentic

• Explain Information Carefully

• Results

• Case Study

• Module Three: Review Questions

Module Four: SMS

• Convenience of Texting

• Apps and Software Available

• Information to Communicate

• Professional Communication Through Text

• Case Study

• Module Four: Review Questions

Module Five: Webchat

• Personalize

• Apps and Software Available

• Real Time Support

• Etiquette

• Case Study

• Module Five: Review Questions

Module Six: Multi-Channel Apps

• Different Multi-Channel Apps

• Advantages

• Disadvantages

• Making a Decision

• Case Study

• Module Six: Review Questions

Module Seven: Support Ticket Apps

• Different Support Ticket Apps

• Advantages

• Disadvantages

• Making a Decision

• Case Study

• Module Seven: Review Questions

Module Eight: Documentation

• What to Document

• Using Tools

• Prepare Documentation

• Retain

• Case Study

• Module Eight: Review Question

Module Nine: Feedback

• Surveys

• Boxes

• Analytics

• Usability

• Case Study

• Module Nine: Review Questions

Module Ten: Be Proactive

• Research Analytics

• Discover Opportunities

• Prevent Problems

• Provide Support

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up