Next Level Academy Customer Support eBook Course

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 Module One: Getting Started

Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this workshop, participants should be able to:

Define records and archives

Analyze records in context

Classify records

Understand different systems

Maintain and convert records



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