Customer Support
With our Customer Support training, your participants will discover the new opportunities in customer support services via the internet, but ...
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Admin
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- Description
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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 training, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Who should attend?
This course is for everybody
CURRICULUM
- Training Objectives
- Support vs. Service
- Who Participates?
- Metrics
- Trends
- Case Study
- Customer Challenges
- Crisis
- Ticket Backlogs
- End Relationship with Customer
- Case Study
- Formal Yet Conversational Style
- Scripted Yet Authentic
- Explain Information Carefully
- Results
- Case Study
- Convenience of Texting
- Apps and Software Available
- Information to Communicate
- Professional Communication Through Text
- Case Study
- Personalize
- Apps and Software Available
- Real Time Support
- Etiquette
- Case Study
- Different Multi-Channel Apps
- Pros
- Cons
- Making a Decision
- Case Study
- Different Support Ticket Apps
- Pros
- Cons
- Making a Decision
- Case Study
- What to Document
- Using Tools
- Prepare Documentation
- Retain
- Case Study
- Surveys
- Boxes
- Analytics
- Usability
- Case Study
- Research Analytics
- Discover Opportunities
- Prevent Problems
- Provide Support Before People Know They Need It
- Case Study
- Lessons Learned
- Completion of Action Plans and Evaluation
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Course details
Duration
6 Months
Level
Advanced
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