Buying for a team?Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant. Develop practical knowledge and confidence in 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. Why this course matters This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together. What you will gain Understand the core principles and practical approaches covered in Customer Support. Recognise situations where those approaches can improve workplace decisions or performance. Apply the course ideas more confidently in day-to-day professional situations. Who is this course for? This course is suitable for digital marketers, SME owners, entrepreneurs, sales and marketing professionals and anyone responsible for online business growth. Course at a glance Format: self-paced online learning. Professional development: CPD 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 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 Continue your learning Part of this learning pathway: Sales & Marketing Course pathway: eBSI SME Academy > Sales & Marketing > Customer Support Explore more Sales & Marketing training or return to the eBSI SME Academy.
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