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 course, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.

Completing this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology.

Course Outline

Module One: Getting Started

Module Two: What Is Customer Service?

• Support vs. Service
• Who Participates?
• Metrics & Trends
• Case Study
• Review Questions

Module Three: Challenges

• Customer Challenges
• Crisis & Ticket Backlogs
• End Relationship with Customer
• Case Study
• Review Questions

Module Four: Email

• Formal Yet Conversational Style
• Scripted Yet Authentic
• Explain Information Carefully
• Case Study
• Review Questions

Module Five: SMS

• Convenience of Texting
• Apps and Software Available
• Professional Communication Through Text
• Case Study
• Review Questions

Module Six: Webchat

• Personalize
• Apps and Software Available
• Real Time Support & Etiquette
• Case Study
• Review Questions

Module Seven: Multi-Channel Apps

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

Module Eight: Support Ticket Apps

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

Module Nine: Documentation

• What to Document
• Using Tools
• Prepare Documentation
• Retain
• Case Study
• Review Questions

Module Ten: Feedback

• Surveys
• Boxes
• Analytics
• Usability
• Case Study
• Review Questions

Module Eleven: Be Proactive

• Research Analytics
• Discover Opportunities
• Prevent Problems
• Provide Support Before People Know They Need It
• Case Study
• Review Questions