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 course, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage. Completing this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology. Course Outline Module One: Getting Started Module Two: What Is Customer Service? Support vs. Service Who Participates? Metrics & Trends Case Study Review Questions Module Three: Challenges Customer Challenges Crisis & Ticket Backlogs End Relationship with Customer Case Study Review Questions Module Four: Email Formal Yet Conversational Style Scripted Yet Authentic Explain Information Carefully Case Study Review Questions Module Five: SMS Convenience of Texting Apps and Software Available Professional Communication Through Text Case Study Review Questions Module Six: Webchat Personalize Apps and Software Available Real Time Support & Etiquette Case Study Review Questions Module Seven: Multi-Channel Apps Different Multi-Channel Apps Pros Cons Making a Decision Case Study Review Questions Module Eight: Support Ticket Apps Different Support Ticket Apps Pros Cons Making a Decision Case Study Review Questions Module Nine: Documentation What to Document Using Tools Prepare Documentation Retain Case Study Review Questions Module Ten: Feedback Surveys Boxes Analytics Usability Case Study Review Questions Module Eleven: Be Proactive Research Analytics Discover Opportunities Prevent Problems Provide Support Before People Know They Need It Case Study Review Questions
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