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Customer Support
Enhance corporate customer support excellence. Learn advanced techniques, communication skills, and problem-solving strategies to deliver exceptional service and exceed client expectations.
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 Customer
- Case Study
Module:4 Email
- Formal Yet Conversational 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 Opportunities1.61. Prevent Problems
- Provide Support Before People Know They Need It
- Case Study
Module:12 Wrapping Up
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