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Certificate in Customer Support - Online Training Course & Certification – CPD Accredited
LearnPac Systems

Instant Access | Includes Assessment & Certificate | UK CPD Accredited | Instant Certificate Download

Summary

Price
£19.99 inc VAT
Study method
Online
Duration
6 hours · Self-paced
Qualification
No formal qualification
CPD
6 CPD hours / points
CPD What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

AI summary

This comprehensive online customer support course covers the key skills and strategies for delivering exceptional customer service in the digital age, from email and SMS to multichannel apps and support ticketing.

What you'll learn
  • Techniques for handling customer challenges and crises
  • Best practices for professional email, SMS, and webchat communication
  • Leveraging multichannel apps and support ticket systems
  • Effective documentation and feedback processes
  • Proactive approaches to prevent problems and provide timely support
Who the course is for
  • Professionals looking to develop or enhance their customer support skills
  • Individuals interested in a career in customer service
  • Suitable for all experience levels, from entry-level to management
Key features
  • Flexible, self-paced online learning
  • Suitable for learners wanting maximum flexibility around commitments
Skills & outcomes
  • Skills-based course designed to build practical customer support knowledge
  • Covers essential skills for delivering excellent customer service in the digital age
  • Awarded 6 CPD points

AI generated summary, may contain mistakes. Full details in course description.

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Overview

Certificate in Customer Support - Online Training Course & Certification – CPD Accredited - Train your Customer Support Team with E-Learning

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.

Study method - Online, self-paced (4 to 6 study hours)

Course format - Online (24/7 access), modular

Course Duration - Part-time (1 year access)

Qualification - Certificate of completion

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Awarded Body – The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

CPD

6 CPD hours / points
Accredited by The CPD Certification Service

Description

Course aims

With our customer support e-learning course, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.

What’s covered in this course?

This comprehensive online customer support course covers 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

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 choose our online training courses?

All our e-learning courses can be accessed on any electronic/computerised device. You can study at work or at home, in your own time and at your own pace!

  1. Easy to follow and understand
  2. Only 4 to 6 hours recommended study time
  3. 1 year access to course & learning materials
  4. Access your course anytime, anywhere & on any device
  5. Complete course on desktop computer, laptop, tablet or smartphone
  6. Additional references and downloadable materials available

Course accreditation

The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Certificate in Customer Support - Online Training Course & Certification – CPD Accredited

Who is this course for?

Our leadership, management and soft skills e-learning courses are suitable for those looking to improve their skills and advance their career.

Requirements

Access to desktop, laptop, tablet or smartphone device.

Career path

Our management, leadership and online courses range from introductory modules at Level 1 to advanced and expert modules up to Level 6.

All our e-learning modules count towards CPD hours for professionals in various sectors to meet mandatory and statutory requirements.

Questions and answers

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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.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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