Technology is always changing – and always improving. Once customer support was only offered by calling a 1-800 number and talking to someone on a phone. But these days, customer support can be carried out in 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!

 

Course Outline


INTRODUCTION
Course Objectives


MODULE 1
What Is Customer Service?
Support vs. Service
Who Participates?
Metrics
Trends
Knowledge Check


MODULE 2
Challenges
Customer Challenges
Crisis
Ticket Backlogs
End Relationship With Customer
Knowledge Check


MODULE 3
Email
Formal Yet Conversational Style
Scripted, Yet Authentic
Explain Information Carefully
Results
Knowledge Check


MODULE 4
SMS
Convenience of Texting
Apps and Software Available
Information to Communicate
Professional Communication Through Text
Knowledge Check


MODULE 5
Webchat
Personalize
Apps and Software Available
Real Time Support
Etiquette
Knowledge Check


MODULE 6
Multi-Channel Apps
Different Multi-Channel Apps
Pros
Cons
Making a Decision
Knowledge Check


MODULE 7
Support Ticket Apps
Different Support Ticket Apps
Pros
Cons
Making a Decision
Knowledge Check


MODULE 8
Documentation
What to Document
Using Tools
Prepare Documentation
Retain
Knowledge Check


MODULE 9
Feedback
Surveys
Boxes
Analytics
Usability
Knowledge Check


MODULE 10
Be Proactive
Research Analytics
Discover Opportunities
Prevent Problems
Provide Support Before People Know They Need It
Knowledge Check


ASSESSMENT
Post Test

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