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