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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