COURSE OVERVIEW
In the past, customer support primarily involved face-to-face conversations or phone calls. However, with the advent of technology, customer support has evolved to include online platforms such as websites, web chats, and smartphone apps. In today’s digital age, the customer experience begins well before the purchase is made.
Our Customer Support workshop aims to equip participants with the knowledge and skills to take advantage of the opportunities presented by digital customer support services. They will learn about the new possibilities in customer support services via the internet and how to use them to their advantage. The workshop will also cover effective strategies for delivering excellent customer support that meets and exceeds customers’ expectations.
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
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