Course Description
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” workshop, 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:
Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.
You Will:
At the end of this workshop, participants should be able to:
Define customer support
Know the different venues for customer support
Recognize challenges of customer support
Learn different applications
Know proper forms of documentation
Learn to be proactive in customer support
Agenda
Course Core Competencies:
Module 1: What is Customer Service?
Topic A: Support vs. Service
Topic B: Who Participates?
Topic C: Metrics
Topic D: Trends
Module 2: Challenges
Topic A: Customer Challenges
Topic B: Crisis
Topic C: Ticket Backlogs
Topic D: End Relationship with Customer
Module 3: Email
Topic A: Formal Yet Conversational Style
Topic B: Scripted, Yet Authentic
Topic C: Explain Information Carefully
Topic D: Results
Module 4: SMS
Topic A: Convenience of Texting
Topic B: Apps and Software Available
Topic C: Information to Communicate
Topic D: Professional Communication Through Text
Module 5: Webchat
Topic A: Personalize
Topic B: Apps and Software Available
Topic C: Real Time Support
Topic D: Etiquette
Module 6: Multi-Channel Apps
Topic A: Different Multi-Channel Apps
Topic B: Pros
Topic C: Cons
Topic D: Making a Decision
Module 7: Support Ticket Apps
Topic A: Different Support Ticket Apps
Topic B: Pros
Topic C: Cons
Topic D: Making a Decision
Module 8: Documentation
Topic A: What to Document
Topic B: Using Tools
Topic C: Prepare Documentation
Topic D: Retain
Module 9: Feedback
Topic A: Surveys
Topic B: Boxes
Topic C: Analytics
Topic D: Usability
Module 10: Be Proactive
Topic A: Research Analytics
Topic B: Discover Opportunities
Topic C: Prevent Problems
Topic D: Provide Support Before People Know They Need It