Customer Support - Trainer Course & Training Materials + Trainer Resources
Instant Access | Includes Assessment & Certificate | UK CPD Accredited | Instant Certificate Download
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Summary
- Exam(s) / assessment(s) is included in price
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Overview
Customer Support - Trainer Course & Training Materials + Trainer Resources
Welcome to our online Customer Support training course. All our online training courses, programmes and qualifications are accredited by the CPD Certification Service (CPDUK).
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 smartphone apps. The customer experience begins long before the purchase is made.
With our online Customer Support training course, learners will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Certificate duration: 2 years
Entry requirements: No entry restrictions
Recommended prerequisites: N/A
Assessment type: End of course assessment
Assessment pass mark – 80% needed to pass and gain a CPD certificate
Cost(s) of assessment and certification – All costs included in the course price
Awarding/Accrediting body – CPD Certification Service (CPDUK)
Customer Support - Trainer Course & Training Materials + Trainer Resources.
CPD
Course media
Description
Course aims
With our customer support e-learning course, learners will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Learning outcomes
The learning outcomes of this online Customer Support training course are to:
- Define customer service
- Know customer relations
- Know how to communicate professionally through email
- Know how to communicate professionally through text messages
- Know how to communicate professionally through webchat
- Know how to communicate professionally through multi-channel apps
- Know how to respond to support ticket apps professionally
- Know professional documentation skills
- Know how to give feedback professionally
- Know how to be professionally pro-active.
What is customer support?
“Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product“
Why is this online Customer Support training course essential?
Providing excellent customer service can help you: increase customer loyalty to your business, decrease barriers to buying (for example, if your business has an excellent customer service record dealing with refunds, you’re more likely to entice a hesitant buyer to purchase from you). Our online Customer Support training course will help learners discover the new opportunities in customer support services via the internet and how to use these opportunities to their advantage.
What is covered in this course?
This online Customer Support training course includes the following:
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
Customer Support - Trainer Course & Training Materials + Trainer Resources.
Who is this course for?
This online Customer Support training course is suitable for those who want to improve skills in taking care of the customer’s needs by providing and delivering professional, helpful, high-quality support and assistance before, during, and after the customer’s requirements are met.
Customer Support - Trainer Course & Training Materials + Trainer Resources.
Requirements
Learn anywhere, anytime on any device.
You will need access to a desktop computer, laptop, tablet or smartphone device to complete these online courses. You can start, pause/stop and return to where you left off.
Our courses utilise responsive design features, making them available on any device of your choice.
Customer Support - Trainer Course & Training Materials + Trainer Resources.
Career path
Our online courses and programmes range from introductory modules at Level 1 (awareness/beginner) to advanced and expert modules up to Level 6.
Our e-learning modules count towards CPD hours for professionals in various sectors as well as meeting mandatory and statutory requirements (where relevant).
Customer Support - Trainer Course & Training Materials + Trainer Resources.
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
