Customer Support

Customizable Training Materials


Customer Support

Customer Support

Easily edit and re-brand as your own!

$597.00

Each course kit now includes:

Training manuals and instructor's guide
Powerpoint slides and flip chart notes
Workshop activities and exercises

 

Monthly payment plans now available – call for details!


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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 our Customer Support workshop, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.

 

 

Course Outline

Module One: Getting Started
  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan
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
  • Recommended Reading
  • Completion of Action Plans and Evaluations

Customer Reviews

Based on 3 reviews Write a review
Each courseware kit contains everything
you need to teach workshops:
Trainer's Guide
Workbooks
Powerpoint Slides
Activities
Exercises
And More!
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Lifetime License – Unlimited Audience
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  • Since purchasing the course material I have already made my money back by conducting training in both customer service and workplace harassment. Both courses went very well. I am very happy with the material!

    Ashley Willis,
    Houston Training Solutions

    The training products I received from your company are fantastic! I am thoroughly impressed and they have far exceeded my expectations in quality and professionalism. The customer service and attention to detail provided is outstanding! You designed a training package that more than meets my needs. Thank you!

    Pamela Wiggins
    Wiggins Management & Consulting, LLC

  • Thank you so much for your note, and for the professionalism of all the Corporate Training Materials team, that made my dealing such a very pleasant experience.

    Mohamed Abdelrazek,
    Independent Trainer

    Thanks for the excellent experience we had with your organization.
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    Maisa Karkotli
    OUSOS HR & Institutional Development

  • When I came upon your training library I was intrigued. I not only purchased the soft skills package, my VP of HR suggested we get the Microsoft package as well.

    Peggy Ann Anderholm
    Manager, Education and Workforce Development
    Marvin Windows and Doors

    Thank you so very much for the entire set. I am very happy to see how professionally you have made each training module. I am sure this will help me a lot to start my training business. It has really saved my time.

    Charuhas
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