Customer Support
Customer Support
Power Skills | Workplace Essentials
About This Course
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 Customer Support workshop, you will discover new opportunities in customer support services via the internet, but also how to use these opportunities to your advantage. Module One: Getting Started Module Two: What Is Customer Service? Support vs. Service Who Participates? Metrics Trends Module Three: Challenges Customer Challenges Crisis Ticket Backlogs End Relationship with Customer Module Four: Email Formal Yet Conversational Style Scripted Yet Authentic Explain Information Carefully Results Module Five: SMS Convenience of Texting Apps and Software Available Information to Communicate Professional Communication Through Text Module Six: Webchat Personalize Apps and Software Available Real-Time Support Etiquette Module Seven: Multi-Channel Apps Different Multi-Channel Apps Pros Cons Making a Decision Module Eight: Support Ticket Apps Different Support Ticket Apps Pros Cons Making a Decision Module Nine: Documentation What to Document Using Tools Prepare Documentation Retain Module Ten: Feedback Surveys Boxes Analytics Usability Module Eleven: Be Proactive Research Analytics Discover Opportunities Prevent Problems Provide Support Before People Know They Need It Module Twelve: Wrapping Up Duration: 1-2 day in-house workshop with an expert trainer, dependent on your needs (in-person or online)
Policies
Quotations: Quotes are valid for 30 days only. Payments: Payments are due within 30 days from the invoice date if you have an approved account with ht+a, alternately according to any written agreement between ht+a and the Customer, failing which payment is due immediately upon receipt of the invoice. Confirmation: Delegate placements on public courses or scheduling of in-house courses will only be confirmed once payment, an approved purchase order or a signed quotation/agreement is received. All Events: It is the customer's responsibility to ensure they have a stable and active internet connection with suitable equipment (computer or smartphone) to join video calls (where applicable) and access course materials and tests. ht+a's sustainability policy includes not providing printed course materials, including for in-person events, however, customers may choose to print their course materials if desired. In-Person Public Events: The course fee includes the event venue, coffee, refreshments, and lunch. It does not include hotel rooms or travel expenses. ht+a will share the discounted group rate for hotel accommodation with you when available and recommends booking between 2 and 3 weeks prior to each event for rates and flexibility. ht+a is not liable for travel expense losses due to cancellation by either party, weather, flight delays, or other unforeseen circumstances. In-Person In-House Events: Pricing assumes the training will take place at the client's location and ht+a will not provide any catering. The Client will ensure that the training room will be equipped with all necessary tools including flip charts, markers, video projectors/screens, and appropriate furnishings. Publications: The price for certain courses includes the official VDA QMC publication and shipping thereof. Please note that additional local customs or delivery fees are for the customer's account and ht+a will not be responsible for these fees. Certificates: Certificates for VDA QMC courses will only be issued once full payment is received. Certificates for ht+a courses will be automatically issued upon completion of course requirements.