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! Objectives • 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   Course Contents: • What Is Customer Service? • Support vs. Service • Who Participates? • Metrics • Trends • Customer Challenges • Crisis • Ticket Backlogs • End Relationship with Customer • Email • Formal Yet Conversational Style • Scripted Yet Authentic • Explain Information Carefully • SMS • Convenience of Texting • Apps and Software Available • Information to Communicate • Professional Communication Through Text • Webchat • Personalize • Real Time Support • Etiquette • Multi-Channel Apps • Different Multi-Channel Apps • Support Ticket Apps • Different Support Ticket Apps • Documentation • What to Document • Using Tools • Feedback • Surveys • Boxes • Analytics • Usability • Be Proactive • Discover Opportunities • Prevent Problems • Words from the Wise What You Will Get When Enrolling? 1. Course PowerPoint Presentation 2. Training Manual 3. Training Audios 4. Training Videos 5. Course Activities 6. Case Studies On Completion Book for a Free Course Assessment Session and receive Your Course Certificate