Download A FREE Course 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. 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. Download Sample Course Outline Module One: Getting Started Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan 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 Recommended Reading Completion of Action Plans and Evaluations
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