Customer Support

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Module	Topics Covered
Introduction
Course Objectives
Module 1	Getting Started, Workshop Objectives
Module 2	What is Customer Service?, Support vs. Service, Who Participates?, Metrics, Trends, Case Study
Module 3	Challenges, Customer Challenges, Crisis, Ticket Backlogs, End Relationship with Customers, Case Study
Module 4	Email, Formal yet Conversational Style, Scripted yet Authentic, Explain Information Carefully, Results, Case Study
Module 5	SMS, Convenience of Texting, Apps and Software Available, Information to Communicate, Professional Communication Through Text, Case Study
Module 6	Webchat, Personalize, Apps and Software Available, Real-Time Support, Etiquette, Case Study
Module 7	Multi-Channel Apps, Different Multi-Channel Apps, Pros, Cons, Making a Decision, Case Study
Module 8	Support Ticket Apps, Different Support Ticket Apps, Pros, Cons, Making a Decision, Case Study
Module 9	Documentation, What to Document, Using Tools, Prepare Documentation, Retain, Case Study
Module 10	Feedback, Surveys, Boxes, Analytics, Usability, Case Study
Module 11	Be Proactive, Research Analytics, Discover Opportunities, Prevent Problems, Provide Support Before People Know They Need It, Case Study
Module 12	Wrapping Up
Assessment
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