Customer Support

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  • Description
  • Curriculum
  • Reviews
customer-service.png

Module 1:

  • Getting Started
  • Workshop Objectives

Module 2:

  • What is Customer Service?
  • Support vs. Service
  • Who Participates?
  • Metrics
  • Trends
  • Case Study

Module 3:

  • Challenges
  • Customer Challenges
  • Crisis
  • Ticket Backlogs
  • End Relationship with Customers
  • Case Study

Module 4:

  • Email
  • Formal yet Conservational Style
  • Scripted yet Authentic
  • Explain Information Carefully
  • Results
  • Case Study

Module 5:

  • SMS
  • Convenience of Texting
  • Apps and Software Available
  • Information to Communicate
  • Professional Communication Through Text
  • Case Study

Module 6:

  • Webchat
  • Personalize
  • Apps and Software Available
  • Real time Support
  • Etiquette
  • Case Study

Module 7:

  • Multi-Channel Apps
  • Different Multi-Channel Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study

Module 8:

  • Support Ticket Apps
  • Different Support Ticket Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study

Module 9:

  • Documentation
  • What to Document
  • Using Tools
  • Prepare Documentation
  • Retain
  • Case Study

Module 10:

  • Feedback
  • Surveys
  • Boxes
  • Analytics
  • Usability
  • Case Study

Module 11:

  • Be Proactive
  • Research Analytics
  • Discover Opportunities
  • Prevent Problems
  • Provide Support Before People Know They Need It
  • Case Study

Module 12:

  • Wrapping Up
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