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Customer Support
This course is part of Professional Development (Workplace Essentials)
Instructors: Tammy McAllister
150,434 already enrolled
12 modules
Learn the fundamentals.
30 -40 hours to complete
Spread over 2 to 3 weeks
Flexible schedule
Learn at your own pace
★★★★☆ 4.8
(4,274 reviews)
About the 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 “Non-Telephone Customer Support” course, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Course Objectives:
- Define customer support
- Know the different venues for customer support
- Recognize challenges of customer support
- Learn different applications
- Know proper forms of documentation
- Learning to be proactive in customer support
- Course Objectives
- Pre-Assignment
- Pre-Test
- Support vs. Service
- Who Participates?
- Metrics
- Trends
- Practical Illustration
- Module Two: Review Questions
- Customer Challenges
- Crisis
- Ticket Backlogs
- End Relationship with Customer
- Practical Illustration
- Module Three: Review Questions
- Formal Yet Conversational Style
- Scripted, Yet Authentic
- Explain Information Carefully
- Results
- Practical Illustration
- Module Four: Review Questions
- Convenience of Texting
- Apps and Software Available
- Information to Communicate
- Professional Communication Through Text
- Practical Illustration
- Module Five: Review Questions
- Personalize
- Apps and Software Available
- Real-Time Support
- Etiquette
- Practical Illustration
- Module Six: Review Questions
- Different Multi-Channel Apps
- Pros
- Cons
- Making a Decision
- Practical Illustration
- Module Seven: Review Questions
- Different Support Ticket Apps
- Pros
- Cons
- Making a Decision
- Practical Illustration
- Module Eight: Review Questions
- What to Document
- Using Tools
- Prepare Documentation
- Retain
- Practical Illustration
- Module Nine: Review Questions
- Surveys
- Boxes
- Analytics
- Usability
- Practical Illustration
- Module Ten: Review Questions
- Research Analytics
- Discover Opportunities
- Prevent Problems
- Provide Support Before People Know They Need It
- Practical Illustration
- Module Eleven: Review Questions
- Words from the Wise
- Lessons Learned
Offered by
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Everything You Need to Know About the Course
Yes! Upon successful completion of the course, you will receive a certificate that demonstrates your mastery of key entrepreneurial skills and knowledge.
The course typically takes 30-40 hours to complete, depending on your pace. The program is spread over 12 modules and can be completed in 3 weeks at 3 hours per week. You can also take the course at your own pace with flexible scheduling.
Yes, this course is designed for aspiring entrepreneurs, small business owners, and professionals transitioning into self-employment. It covers the fundamentals, as well as advanced strategies, to help you at any stage of your entrepreneurial journey.
In this workshop, you will learn how to start, manage, and grow a successful business. Topics include business planning, market analysis, employee management, securing financing, marketing strategies, and business growth techniques.
Yes! Upon successful completion of the course, you will receive a certificate that demonstrates your mastery of key entrepreneurial skills and knowledge.
There are no specific prerequisites. Whether you're new to entrepreneurship or already running a business, this workshop will provide valuable insights and practical tools.
Yes, you will have access to the course materials and resources even after completion, so you can refer back to them as needed.
To enroll, simply visit the course registration page, fill out the form, and select your preferred payment option. You will receive immediate access to the course materials upon enrollment.
We offer a 30-day money-back guarantee. If you are not satisfied with the course within the first 30 days, you can request a full refund.
Yes! The course is designed with flexibility in mind. You can complete the modules at your own pace and choose a schedule that works for you.
