Customer Support | The Corporate Training School

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, webchats, and even smartphone apps. The customer experience begins long before the purchase is made.

With our “Non-Telephone Customer Support” Course, you will discover new opportunities in customer support services via the internet, but also how to use these opportunities to your advantage.

Course Curriculum

Introduction
- Course Objectives ..
Module 1
- What Is Customer Service? ..
- Support vs. Service ..
- Who Participates? ..
- Metrics ..
- Trends ..
- Knowledge Check ..
Module 2
- Challenges ..
- Customer Challenges ..
- Crisis ..
- Ticket Backlogs ..
- End Relationship With Customer ..
- Knowledge Check ..
Module 3
- Email ..
- Formal Yet Conversational Style ..
- Scripted, Yet Authentic ..
- Explain Information Carefully ..
- Results ..
- Knowledge Check ..
Module 4
- SMS ..
- Convenience of Texting ..
- Apps and Software Available ..
- Information to Communicate ..
- Professional Communication Through Text ..
- Knowledge Check ..
Module 5
- Webchat ..
- Personalize ..
- Apps and Software Available ..
- Real Time Support ..
- Etiquette ..
- Knowledge Check ..
Module 6
- Multi-Channel Apps ..
- Different Multi-Channel Apps ..
- Pros ..
- Cons ..
- Making a Decision ..
- Knowledge Check ..
Module 7
- Support Ticket Apps ..
- Different Support Ticket Apps ..
- Pros ..
- Cons ..
- Making a Decision ..
- Knowledge Check ..
Module 8
- Documentation ..
- What to Document ..
- Using Tools ..
- Prepare Documentation ..
- Retain ..
- Knowledge Check ..
Module 9
- Feedback ..
- Surveys ..
- Boxes ..
- Analytics ..
- Usability ..
- Knowledge Check ..
Module 10
- Be Proactive ..
- Research Analytics ..
- Discover Opportunities ..
- Prevent Problems ..
- Provide Support Before People Know They Need It ..
- Knowledge Check ..
Assessment
- Post Test ..