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Back to the Workplace Essentials

Customer Support

Previously, customer assistance referred to a face-to-face conversation or a phone call. Today, technology has transformed the way we approach customer service. It now includes the internet, websites, webchats, and even mobile apps. The customer experience begins much before the purchase is made.

With our Customer Support training, your participants will learn about new potential in customer support services over the internet, as well as how to take advantage of these chances.

INR 199 / USD 10

  • 2 weeks
  • 7–10 hours per week
Enroll Now
Workplace Essentials

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

INR 199 / USD 10

  • 2 weeks
  • 7–10 hours per week
Enroll Now