About this Program

Course Overview:

As a marketing teacher in this part of the world, it was difficult to convince my students what customer service meant, let alone guaranteed customer satisfaction’ or 100 percent satisfaction’ and better yet money back guarantee’. The definition of customer service varies and can be best studied as customer service AND customer support/satisfaction as on the two ends of the spectrum. But there’s more to it…

Simply put, there is no bright side to one providing a bad service if you regard a customer as a person who indirectly pays for all your vacations, hobbies, golf games and gives you the opportunity for personal development. And if you are firm on providing quality service, remember about consistent quality when it comes to customer service. People are great at word of mouth and writing reviews on social media, especially bad ones given the digital era we have entered.

Historically, 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, web-chats, and even smart phone apps. The customer experience begins long before the purchase is made.

With our Customer Support workshop, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage. The course outline & workshop objectives are as follows:

Key Objectives Of The Course:

  • Define customer support
  • Know the different venues for customer support
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

Course Provider

READ Academy, Riyadh KSA

A Premier International Training Organisation on Soft-Skills and Organizational Behavior.

Our team of experienced trainer/facilitators are passionate about delivering high quality, innovative candidates who meet industry needs. With over 20 years of experience in the area of management sciences with extensive experience in financial management, strategic planning, organizing, presenting, communication, contract negotiation and Islamic Finance, Read Academy firmly believes that all managerial actions should have strategy, as the driving force for the goal of an organizational structure is to support the implementation of the chosen strategy.

Units

Unit 1: Getting Started

Basic Info Getting Started with Customer Support
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Unit 2 - What Is Customer Service?

Basic Info What Is Customer Service?
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Support vs. Service
  • Who Participates?
  • Metrics
  • Trends
  • Case Study
  • Review Questions

Unit 3 - Challenges

Basic Info Challenges
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Customer Challenges
  • Crisis
  • Ticket Backlogs
  • End Relationship with Customer
  • Case Study
  • Review Questions

Unit 4 - Email

Basic Info Email
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Formal Yet Conversational Style
  • Scripted Yet Authentic
  • Explain Information Carefully
  • Results
  • Case Study
  • Review Questions

Unit 5 - SMS

Basic Info SMS
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Convenience of Texting
  • Apps and Software Available
  • Information to Communicate
  • Professional Communication Through Text
  • Case Study
  • Review Questions

Unit 6 - Webchat

Basic Info Webchat
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Personalize
  • Apps and Software Available
  • Real Time Support
  • Etiquette
  • Case Study
  • Review Questions

Unit 7 - Multi-Channel Apps

Basic Info Multi-Channel Apps
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Different Multi-Channel Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study
  • Review Questions

Unit 8 - Support Ticket Apps

Basic Info Support Ticket Apps
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Different Support Ticket Apps
  • Pros
  • Cons
  • Making a Decision
  • Case Study
  • Review Questions

Unit 9 - Documentation

Basic Info Documentation
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • What to Document
  • Using Tools
  • Prepare Documentation
  • Retain
  • Case Study
  • Review Questions

Unit 10 - Feedback

Basic Info Feedback
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Surveys
  • Boxes
  • Analytics
  • Usability
  • Case Study
  • Review Questions

Unit 11 - Be Proactive

Basic Info Be Proactive
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Research Analytics
  • Discover Opportunities
  • Prevent Problems
  • Provide Support Before People Know They Need It
  • Case Study
  • Review Questions

Unit 12- Wrapping up

Basic Info Wrapping up of the Customer Support
Commitment 30 Minutes
Language English
Level Beginner

About this Unit:

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

All of these professional training resources are based on the most up-to-date body of knowledge and carefully selected by subject matter experts.

FAQs

When will I have access to the lectures and assignments?

Once you enroll for a Certificate, you’ll have access to all content and programming assignments (if applicable). If you choose to explore the course without purchasing, you may not be able to access certain assignments.

What will I get if I pay for this course?

If you pay for this course, you will have access to all of the features and content you need to earn a Course Certificate. If you complete the course successfully, your electronic Certificate will be generated. You can print your Certificate or add it to your LinkedIn profile. Note that the Course Certificate does not represent official academic credit from the partner institution offering the course.

How it works?

Coursework

Each course is like an interactive textbook, featuring pre-recorded videos, quizzes and projects.

Course Certificate

Upon successful completion, you will earn a certificate endorsed by READ Academy.

Contact Us

If you have any questions, concerns or need an insight to our soft approach, please contact us

Email: courses@swifthcm.com | info@readacademy.net 

Phone – +966532874341 | +919573302126

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