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
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
- 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