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:
Workshop Objectives:
- 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
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: What Is Customer Service?
- Support vs. Service
- Who Participates?
- Metrics
- Trends
- Case Study
- Module Two: Review Questions
Module Three: Challenges
- Customer Challenges
- Crisis
- Ticket Backlogs
- End Relationship with Customer
- Case Study
- Module Three: Review Questions
Module Four: Email
- Formal Yet Conversational Style
- Scripted Yet Authentic
- Explain Information Carefully
- Results
- Case Study
- Module Four: Review Questions
Module Five: SMS
- Convenience of Texting
- Apps and Software Available
- Information to Communicate
- Professional Communication Through Text
- Case Study
- Module Five: Review Questions
Module Six: Webchat
- Personalize
- Apps and Software Available
- Real Time Support
- Etiquette
- Case Study
- Module Six: Review Questions
Module Seven: Multi-Channel Apps
- Different Multi-Channel Apps
- Pros
- Cons
- Making a Decision
- Case Study
- Module Seven: Review Questions
Module Eight: Support Ticket Apps
- Different Support Ticket Apps
- Pros
- Cons
- Making a Decision
- Case Study
- Module Eight: Review Questions
Module Nine: Documentation
- What to Document
- Using Tools
- Prepare Documentation
- Retain
- Case Study
- Module Nine: Review Questions
Module Ten: Feedback
- Surveys
- Boxes
- Analytics
- Usability
- Case Study
- Module Ten: Review Questions
Module Eleven: Be Proactive
- Research Analytics
- Discover Opportunities
- Prevent Problems
- Provide Support Before People Know They Need It
- Case Study
- Module Eleven: Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Additionally, the workshop includes the following:
- Training Manuals for each delegate, Icebreakers, energizers, and other workshop activities to heighten the effectiveness of training sessions when targeted to the lesson topic and the overall needs of the participants.
- PowerPoint slides embedded with videos that will complement the instructor-led training experience and provide an excellent summary of training concepts in point format. Flip chart notes are also available as an alternative for workshop training.
- Quick Reference Sheets. These powerful Quick Reference sheets are an excellent take away from any training program or as a stand-alone desktop reference tool.
- Usage of real life examples, case studies, and stories based on the instructor’s industry experience that are relevant to the group.
- Certificates. The Certificate of Completion is meant to publicly acknowledge the effort and expense invested by participants in the completion of the training workshop.
- Course related MP3 Audio book for training on the go and a complimentary E-book on select Soft Skills.
All of these professional training resources are based on the most up-to-date body of knowledge and carefully selected by subject matter experts. To better comprehend each module’s objectives & outline, please click on the following link that demonstrates the HR’ module on our website: http://readacademy.net/course-curriculum/
To register for the workshop or additional information on a specific module, please respond back with your choice of the pick and/or visit http://readacademy.net/softskills-training-courses/; to enable us meet your business requirements, please fill out the professional enquiry form at: http://readacademy.net/contact-us/. If you have any questions, concerns or need an insight to our soft approach, please contact us at: info@readacademy.net and/or call us +966532874341.