Best online training course for Customer Support

As a marketing teacher in this part of the world, it was difficult to convince my students what customer service meant, let alone guaranteed customer satisfaction’ or 100 percent satisfaction’ and better yet money back guarantee’. The definition of customer service varies and can be best studied as customer service AND customer support/satisfaction as on the two ends of the spectrum. But there’s more to it…

Simply put, there is no bright side to one providing a bad service if you regard a customer as a person who indirectly pays for all your vacations, hobbies, golf games and gives you the opportunity for personal development. And if you are firm on providing quality service, remember about consistent quality when it comes to customer service. People are great at word of mouth and writing reviews on social media, especially bad ones given the digital era we have entered.

Historically, 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, web-chats, and even smart phone apps. The customer experience begins long before the purchase is made.

With our Customer Support workshop, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage. The course outline & workshop objectives are as follows:

Key Objectives Of The Course:

• 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 Outline:

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

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
• Results
• Case Study
• Review Questions

Module Five: SMS 

• Convenience of Texting
• Apps and Software Available
• Information to Communicate
• 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

Module Twelve: Wrapping Up 

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

All of these professional training resources are based on the most up-to-date body of knowledge and carefully selected by subject matter experts.

We are just a step away to fulfill your eLearning development needs. For any requirements on course-ware development services please contact us at [email protected].

Our Services: Custom eLearning Development, Flash to HTML5 Conversion Services, eLearning Company