CPD Course

Customer Support

Develop practical knowledge and confidence in 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...

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Customer Support

€40.00

Course Description

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Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.

Develop practical knowledge and confidence in 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.

Why this course matters

This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.

What you will gain

Understand the core principles and practical approaches covered in Customer Support.
Recognise situations where those approaches can improve workplace decisions or performance.
Apply the course ideas more confidently in day-to-day professional situations.

Who is this course for?

This course is suitable for digital marketers, SME owners, entrepreneurs, sales and marketing professionals and anyone responsible for online business growth.

Course at a glance

Format: self-paced online learning.
Professional development: CPD course.

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

Continue your learning

Part of this learning pathway: Sales & Marketing

Course pathway: eBSI SME Academy > Sales & Marketing > Customer Support

Explore more Sales & Marketing training or return to the eBSI SME Academy.

Book a Free Video Consultation!

If you have any questions or would like to speak to one of our team before enrolling feel free to book a free video call with us by clicking the button below, we will be delighted to meet you on Google Meet!

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Your questions, answered

Does the course include a certificate?

The course assessment leads to a downloadable digital PDF CPD Certificate of Completion. See the course description for the CPD credits awarded.

What is CPD?

CPD stands for Continuing Professional Development. It is the ongoing learning that helps you maintain and develop the knowledge and skills you use in your work. Courses, workshops and other learning activities can contribute to your CPD record.

Can I ask a question before enrolling?

Book a free video consultation to discuss your goals and course choice.