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Customer Support

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 smart phone apps. The customer experience begins long before the purchase is made.

‌‌‌ Online Course / ‌‌ Classroom Training

Categories: Customer Care, Office Productivity

R1,499.00

Description

With our Customer Support workshop, your 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 > Course Outline:

Module One: Getting Started

‌‌ Icebreaker
‌‌‌ Housekeeping Items
‌‌‌ The Parking Lot
‌‌‌ 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
‌‌‌ Review of Parking Lot
‌‌‌ Lessons Learned
‌‌‌ Completion of Action Plans and Evaluations

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Disclaimer: * Prices quoted are PER PERSON ** Lecture/On-Site Courses may be cancelled or rescheduled if minimum course numbers are not met. *** All prices are subject to change without notice. Whilst every effort is made to provide you with the most accurate, up-to-date information, occasionally an item may be incorrectly priced or a price may require updating due to circumstances outside of our control or if changes or improvements are implemented.