Course Overview:
The Professional Customer Support course is designed to provide participants with the essential skills and knowledge to deliver exceptional customer service and support. Through interactive sessions, case studies, and practical exercises, this course focuses on developing key competencies required to handle customer inquiries, resolve issues effectively, and build long-lasting customer relationships. Participants will learn best practices, communication techniques, and problem-solving strategies to excel in a customer-centric role.
Learning Objectives:
- Customer Service Fundamentals: Understand the importance of customer service and the impact it has on customer satisfaction and business success.
- Effective Communication in Customer Support: Develop clear and empathetic communication skills to interact with customers professionally, actively listen to their needs, and provide relevant solutions.
- Problem-Solving and Troubleshooting: Acquire problem-solving techniques to identify customer issues, analyze them systematically, and provide timely and effective solutions.
- Conflict Resolution and Difficult Customers: Learn strategies to handle challenging situations, manage conflicts, and handle difficult customers with empathy and professionalism.
- Product and Service Knowledge: Gain comprehensive knowledge of products and services to offer accurate and relevant information to customers, enhancing their trust and confidence.
- Building Customer Relationships: Learn techniques to build strong relationships with customers, cultivate loyalty, and exceed customer expectations through personalized and proactive support.
- Multichannel Support: Understand the importance of providing support across various channels such as phone, email, live chat, and social media, and develop skills to deliver consistent service across these platforms.
- Time Management and Efficiency: Develop techniques to prioritize tasks, manage time effectively, and maintain efficiency while handling multiple customer inquiries and requests.
Target Audience:
- Customer service representatives and support agents seeking to enhance their skills and deliver exceptional customer support.
- Professionals transitioning into customer-facing roles who want to build a solid foundation in customer service.
- Team leaders and managers responsible for training and supervising customer support teams.
- Individuals looking to improve their customer service skills to excel in a wide range of industries and customer-focused roles.
Course Outline: Professional Customer Support
Module 1: Introduction to Professional Customer Support
- Understanding the importance of customer support in business success
- Key principles and values of exceptional customer service
- Developing a customer-centric mindset
Module 2: Effective Communication in Customer Support
- Active listening skills for understanding customer needs
- Developing clear and empathetic communication techniques
- Managing tone and language to convey professionalism
Module 3: Problem-Solving and Troubleshooting
- Identifying customer issues and inquiries
- Analyzing problems systematically and applying problem-solving techniques
- Providing timely and effective solutions
Module 4: Conflict Resolution and Difficult Customers
- Techniques for handling difficult customers and managing conflicts
- Remaining calm and professional in challenging situations
- Turning negative experiences into positive outcomes
Module 5: Product and Service Knowledge
- Comprehensive understanding of products and services offered
- Providing accurate and relevant information to customers
- Building trust and confidence through product knowledge
Module 6: Building Customer Relationships
- Establishing rapport and building strong relationships with customers
- Personalizing interactions and exceeding customer expectations
- Proactive customer engagement and follow-up
Module 7: Multichannel Support
- Providing consistent support across various communication channels
- Phone, email, live chat, social media, and other platforms
- Adapting communication styles to different channels
Module 8: Time Management and Efficiency
- Prioritizing tasks and managing time effectively
- Maintaining efficiency while handling multiple customer inquiries
- Streamlining processes for improved productivity
Feedback
Rafael Pourgourides
“In every course I attended, they all helped and made sure that I was going to get where I needed to go,”. “From the director all the way to the teachers, they all want you to succeed.”
Andreas Petrou
I couldn’t imagine how much attending the Ethical Hacking course at SCP Academy would help me in my career. After that I asked for more and I knew who could help me. Having also completed the Java and WordPress courses I want to say that learning never stops and this is what SCP Academy has taught me.
Marios Zindilis
SCP Academy was the key for me to open new doors in my career, leading me down paths I would never have thought of. Apart from Knowledge I have been taught to value persistence, to be curious and to focus on specific and timely goals, both in career as well as in life.
Marios Kairinos
I attended my first course in 2015 with the dream of becoming an IT professional. I have registered for the MCSA course and since then I have never stop learning. I have completed successfully the Azure and Office 365 courses which helped me find my dream job. Now I can ask for more and I know who can help me take them.
Evagoras Pourgourides
SCP Academy helped me learn more than I could ever imagine. The courses enriched me with knowledge and professional skills that i use in my job
Alexandros Louca
Following my passion for technology was one of the best decisions I ever made. In SCP Academy I have found and attended courses that advanced my career to the next level.
Giota Achilleos
SCP academy was the key for me to step to success. Regarding the knowledge that I gained from the university the academy offered to me more skills to succeed my goals and my dreams. SCP academy has offered to me professional courses that helped me to start my new career in Malta.
Course Features
- Lectures 0
- Quizzes 0
- Duration 60 hours
- Skill level All levels
- Language English
- Students 10
- Certificate No
- Assessments Yes
