Mastering Customer Support

Course Description:

Technology is always changing – and always improving. Once customer support was only offered by calling a 1-800 number and talking to someone over a line. But these days, customer support can be done over a variety of methods, including text messages and webchats. Your customers are always changing and so is the technology they use, so make sure you’re keeping up with both!

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

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

What Is Customer Service?

  • Support vs. Service
  • Who Participates?
  • Metrics
  • Trends
  • Case Study
  • Assessment

Challenges

  • Customer Challenges
  • Crisis
  • Ticket Backlogs
  • End Relationship with Customer
  • Case Study
  • Assessment

Email

  • Formal Yet Conversational Style
  • Scripted Yet Authentic
  • Explain Information Carefully
  • Results
  • Case Study
  • Assessment

SMS

  • Convenience of Texting
  • Apps and Software Available
  • Information to Communicate
  • Professional Communication Through Text
  • Case Study
  • Assessment

Webchat

  • Personalize
  • Apps and Software Available
  • Real Time Support
  • Etiquette
  • Case Study
  • Assessment

Multi-Channel Apps

  • Different Multi-Channel Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study
  • Assessment

Support Ticket Apps

  • Different Support Ticket Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study
  • Assessment

Documentation

  • What to Document
  • Using Tools
  • Prepare Documentation
  • Retain
  • Case Study
  • Assessment

Feedback

  • Surveys
  • Boxes
  • Analytics
  • Usability
  • Case Study
  • Assessment
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