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
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:
Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives
Support vs. Service
Who Participates?
Metrics
Trends
Case Study
Module Two: Review Questions
Customer Challenges
Crisis
Ticket Backlogs
End Relationship with Customer
Case Study
Module Three: Review Questions
Formal Yet Conversational Style
Scripted Yet Authentic
Explain Information Carefully
Results
Case Study
Module Four: Review Questions
Convenience of Texting
Apps and Software Available
Information to Communicate
Professional Communication Through Text
Case Study
Module Five: Review Questions
Personalize
Apps and Software Available
Real Time Support
Etiquette
Case Study
Module Six: Review Questions
Different Multi-Channel Apps
Pros
Cons
Making a Decision
Case Study
Module Seven: Review Questions
Different Support Ticket Apps
Pros
Cons
Making a Decision
Case Study
Module Eight: Review Questions
What to Document
Using Tools
Prepare Documentation
Retain
Case Study
Module Nine: Review Questions
Surveys
Boxes
Analytics
Usability
Case Study
Module Ten: Review Questions
Research Analytics
Discover Opportunities
Prevent Problems
Provide Support Before People Know They Need It
Case Study
Module Eleven: Review Questions
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
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