SMC 501 IMPROVING OUTCOMES WITH CUSTOMER SUPPORT
SMC 501 IMPROVING OUTCOMES WITH CUSTOMER SUPPORT
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An interactive 2-day course for those looking to improve outcomes for their organisation with better customer support
An interactive 2-day course for those looking to improve outcomes for their organisation with better customer support
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 this program, you will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Objectives
Objectives
Define customer support
Know the different venues for customer support
Recognize challenges of customer support
Know proper forms of documentation
Learning to be proactive in customer support
This Course Is For
This Course Is For
This course is for those who:
want to learn different applications of customer support
are new to customer support
who need to work with customer support
Outline
Outline
Module 1: Networking for Success
Module 1: What Is Customer Service?
Support vs. Service
Who Participates?
Metrics
Trends
Module 2: Challenges
Customer Challenges
Crisis
Ticket Backlogs
End Relationship with Customer
Module 3: Email
Formal Yet Conversational Style
Scripted Yet Authentic
Explain Information Carefully
Results
Module 4: SMS
Convenience of Texting
Apps and Software Available
Information to Communicate
Professional Communication Through Text
Module 5: Webchat
Personalize
Apps and Software Available
Real Time Support
Etiquette
Module 6: Multi-Channel Apps
Different Multi-Channel Apps
Pros
Cons
Making a Decision
Module 7: Support Ticket Apps
Different Support Ticket Apps
Pros
Cons
Making a Decision
Module 8: Documentation
What to Document
Using Tools
Prepare Documentation
Retain
Module 9: Feedback
Surveys
Boxes
Analytics
Usability
Module 10: Be Proactive
Research Analytics
Discover Opportunities
Prevent Problems
Provide Support Before People Know They Need It
Wrapping Up
Q & A
Action Plan
If you'd like to learn more, choose the 'Buy This Course' button below and you'll be taken to the course enquiry page where you can WhatsApp us.
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