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 ChallengesCrisisTicket BacklogsEnd Relationship with CustomerCase Study Formal Yet Conversational StyleScripted Yet AuthenticExplain Information CarefullyResultsCase Study Convenience of TextingApps and Software AvailableInformation to CommunicateProfessional Communication Through TextCase Study PersonalizeApps and Software AvailableReal Time SupportEtiquetteCase Study Different Multi-Channel AppsProsConsMaking a DecisionCase Study Different Support Ticket AppsProsConsMaking a DecisionCase Study What to DocumentUsing ToolsPrepare DocumentationRetainCase Study SurveysBoxesAnalyticsUsabilityCase Study Research AnalyticsDiscover OpportunitiesPrevent ProblemsProvide Support Before People Know They Need ItCase Study Lessons LearnedCompletion of Action Plans and Evaluation 
EXCELLENT
Learning was easy and self explanatory. The quiz also helped for easy understanding especially when you get to retake quiz at the end of each course and also review answers to see the ones you got wrong for correction