ABOUT THE CUSTOMER SUPPORT COURSE

Customer support is more than solving problems – it’s about building relationships, creating trust and ensuring long-term customer satisfaction.

This course provides a comprehensive guide to understanding, managing and excelling in customer support. It combines theory with real-world case studies, offering practical strategies to handle common challenges, optimize communication and leverage technology for effective support.

WHAT YOU’LL LEARN

You’ll learn how to engage with customers across email, text, chat and apps, while also developing the skills to document processes, collect feedback and proactively prevent issues before they arise.

1. Differentiate between customer service and customer support.
2. Identify key metrics and set priorities for effective support.
3. Handle customer challenges, crises and ticket backlogs with confidence.
4. Communicate professionally through email, text and webchat.
5. Evaluate and use different multi-channel and support ticket apps.
6. Create and maintain clear and useful documentation.
7. Collect and analyze feedback through surveys, analytics and usability studies.
8. Take a proactive approach to anticipate customer needs and prevent problems.

CUSTOMER SUPPORT – COURSE OUTLINE

MODULE 1: GETTING STARTED

1. Workshop Objectives

MODULE 2: WHAT IS CUSTOMER SERVICE?

1. Support vs. Service
2. Who Participates?
3. Metrics
4. Make Initiative a Priority
5. Case Study

MODULE 3: CHALLENGES

1. Customer Challenges
2. Crisis
3. Ticket Backlogs
4. End Relationship with Customer
5. Case Study

MODULE 4: EMAIL

1. Formal Yet Conversational Style
2. Scripted Yet Authentic
3. Explain Information Carefully
4. Results
5. Case Study

MODULE 5: RECOGNIZE WHEN YOU CAN GO

1. Convenience of Texting
2. Apps and Software Available
3. Information to Communicate
4. Professional Communication
5. Case Study

MODULE 6: WEBCHAT

1. Personalize
2. Apps and Software Available
3. Real Time Support
4. Etiquette
5. Case Study

MODULE 7: MULTI-CHANNEL APPS

1. Different Multi-Channel Apps
2. Pros
3. Cons
4. Making a Decision
5. Case Study

MODULE 8: SUPPORT TICKET APPS

1. Different Support Ticket Apps
2. Pros
3. Cons
4. Making a Decision
5. Case Study

MODULE 9: DOCUMENTATION

1. What to Document
2. Using Tools
3. Prepare Documentation
4. Retain
5. Case Study

MODULE 10: FEEDBACK

1. Surveys
2. Boxes
3. Analytics
6. Usability
7. Case Study

MODULE 11: BE PROACTIVE

1. Research Analytics
2. Discover Opportunities
3. Prevent Problems
4. Provide Support Before People Know
5. Case Study

MODULE 12: WRAPPING UP

WHO SHOULD TAKE THIS COURSE?

This course is ideal for:

1. Customer support representatives and managers.
2. Call center and help desk staff.
3. Business owners and entrepreneurs who engage with customers.
4. Anyone looking to improve their communication, problem-solving and customer engagement skills.

FREQUENTLY ASKED QUESTIONS (FAQS)

Q1. What is customer support and how is it different from customer service?
A: Customer support focuses on solving customer problems with products or services, while customer service is broader, covering overall customer satisfaction and relationship-building.

Q2. Why is customer support important for business success?
A: Good support builds trust, increases loyalty, reduces churn and turns customers into brand advocates.

Q3. What skills are needed for effective customer support?
A: Key skills include communication, empathy, problem-solving, technical knowledge, time management and adaptability across multiple channels.

Q4. Who are the key participants in customer support within a company?
A: Frontline support agents, technical staff, managers and customer success teams all play roles in delivering support.

Q5. How can businesses choose the right customer support software?
A: Evaluate based on features, scalability, integration options, cost and the specific needs of your team and customers.

Q6. Why do companies use multi-channel customer support apps?
A: Multi-channel apps let businesses manage conversations from different platforms in one place, improving efficiency and response time.

We specialize in delivering tailored course solutions to match your unique needs. Feel free to reach out to us at [email protected].