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, web chats, and even smart phone apps. The customer experience begins long before the purchase is made. This workshop will teach you to discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Course Objectives
Module 1 - Introduction
Module 1 - Getting Started
Module 1 - Workshop Objectives
Module 2 - What is Customer Service?
Module 2 - Support vs Service
Module 2 - Who Participates?
Module 2 - Metrics
Module 2 - Trends
Module 2 - Case Study
Module 2 - Video
Module 2 - Quiz
Module 3 - Challenges
Module 3 - Customer Challenges
Module 3 - Crisis
Module 3 - Ticket Backlogs
Module 3 - End Relationship With Customer
Module 3 - Case Study
Module 3 - Video
Module 3 - Quiz
Module 4 - Email
Module 4 - Formal Yet Conversational Style
Module 4 - Scripted Yet Authentic
Module 4 - Explain Information Carefully
Module 4 - Results
Module 4 - Case Study
Module 4 - Video
Module 4 - Quiz
Module 5 - SMS
Module 5 - Convenience of Texting
Module 5 - Apps and Software Available
Module 5 - Information to Communicate
Module 5 - Professional Communication Through Text
Module 5 - Case Study
Module 5 - Video
Module 5 - Quiz
Module 6 - Web Chats
Module 6 - Personalize
Module 6 - Apps and Software Available
Module 6 - Real Time Support
Module 6 - Etiquette
Module 6 - Case Study
Module 6 - Video
Module 6 - Quiz
Module 7 - Multi-Channel Apps
Module 7 - Different Mutli-Channel Apps
Module 7 - Pros
Module 7 - Cons
Module 7 - Making A Decision
Module 7 - Case Study
Module 7 - Video
Module 7 - Quiz
Module 8 - Support Ticket Apps
Module 8 - Different Support Ticket Apps
Module 8 - Pros
Module 8 - Cons
Module 8 - Making a Decision
Module 8 - Case Study
Module 8 - Video
Module 8 - Quiz
Module 9 - Documentation
Module 9 - What to Document
Module 9 - Using Tools
Module 9 - Prepare Documentation
Module 9 - Retain
Module 9 - Case Study
Module 9 - Video
Module 9 - Quiz
Module 10 - Feedback
Module 10 - Surveys
Module 10 - Boxes
Module 10 - Analytics
Module 10 - Usability
Module 10 - Case Study
Module 10 - Video
Module 10 - Quiz
Module 11 - Be Proactive
Module 11 - Research Analytics
Module 11 - Discover Opportunities
Module 11 - Prevent Problems
Module 11 - Provide Support Before People Know They Need It
Module 11 - Case Study
Module 11 - Video
Module 11 - Quiz
Module 12 - Wrapping Up
$19.99
Free with your membership