Customer Support eLearning Course

This eLearning Course looks at various types of Customers and their induvial needs and teaches Agents how we can serve them better and more efficiently.  The focus in this Customer Service Course is on dealing with Customer challenges such as Ticket backlogs, SMS, texting, emails and various Professional Communication Tools.  It teaches Agents how you be Proactive and understand feedback surveys and how to provide support before Customers know they need it.

Each and every one of us serves customers, whether we realize it or not. Maybe you’re at the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their paychecks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers. This eLearning course will look at all types of customers and how we can serve them better and improve ourselves in the process.

There are 12 Modules to the course, each Module may take an hour or more to complete, with review questions. Enjoy the course. Remember, you can book optional sessions with our expert facilitators for extra guidance.

This Course includes a Certificate.

Use your Talent to greatly improve your skills by embarking on our excellent eLearning Courses.

Module One: Getting Started
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