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
- 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
