The Best Investment you can Make, is in the Way you and your team Speak!
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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