Customer Support
Instructor
admin
- Description
- Curriculum
- Reviews
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:
- 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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