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Customer Support - Trainer Course & Training Materials + Trainer Resources

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


LearnPac Systems

Summary

Price
£695 inc VAT
Or £57.92/mo. for 12 months...
Study method
Online
Duration
12 hours · Self-paced
Qualification
No formal qualification
CPD
12 CPD hours / points
Additional info
  • 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

12 CPD hours / points
Accredited by The CPD Certification Service

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.

Questions and answers

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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.