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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

R1,499

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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