CUSTOMER SUPPORT

Language: English

Instructors: Thrive Online Learning Center

$499 70.14% OFF

$149

Why this course?

Description

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 smartphone 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.

CUSTOMER SUPPORT OUTLINE:

Module One: Getting Started

Workshop Objectives

Module Two: What Is Customer Service?

Support vs. Service
Who Participates?
Metrics
Trends
Case Study
Module Two: Review Questions

Module Three: Challenges

Customer Challenges
Crisis
Ticket Backlogs
End Relationship with Customer
Case Study
Module Three: Review Questions

Module Four: Email

Formal Yet Conversational Style
Scripted Yet Authentic
Explain Information Carefully
Results
Case Study
Module Four: Review Questions

Module Five: SMS

Convenience of Texting
Apps and Software Available
Information to Communicate
Professional Communication Through Text
Case Study
Module Five: Review Questions

Module Six: Webchat

Personalize
Apps and Software Available
Real-Time Support
Etiquette
Case Study
Module Six: Review Questions

Module Seven: Multi-Channel Apps

Different Multi-Channel Apps
Pros
Cons
Making a Decision
Case Study
Module Seven: Review Questions

Module Eight: Support Ticket Apps

Different Support Ticket Apps
Pros
Cons
Making a Decision
Case Study
Module Eight: Review Questions

Module Nine: Documentation

What to Document
Using Tools
Prepare Documentation
Retain
Case Study
Module Nine: Review Questions

Module Ten: Feedback

Surveys
Boxes
Analytics
Usability
Case Study
Module Ten: Review Questions

Module Eleven: Be Proactive

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

Module Twelve: Wrapping Up

Words from the Wise
Lessons Learned
Completion of Action Plans and Evaluations

Course Curriculum

How to Use

After successful purchase, this item would be added to your courses.You can access your courses in the following ways :

From the computer, you can access your courses after successful login
For other devices, you can access your library using this web app through browser of your device.

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