Customer Support

Description

Customer Support Course Outline:

Module One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

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
• Completion of Action Plans and Evaluations