Professional Certificate in Support-Driven Results
-- ViewingNowThe Professional Certificate in Support-Driven Results is a comprehensive course designed to empower learners with essential skills for career advancement in customer support. This program emphasizes the importance of data-driven decision-making and customer-centric strategies in delivering exceptional support experiences.
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GBP £ 140
GBP £ 202
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โข Professional Communication: Understanding the importance of effective communication in support interactions and how to convey empathy, professionalism, and positivity.
โข Ticketing Systems and Processes: Learning to use support ticketing systems, manage and prioritize tickets, and create efficient workflows for optimal issue resolution.
โข Customer Self-Service: Designing and implementing self-service resources, including FAQs, knowledge bases, and chatbots, to empower customers and reduce support volume.
โข Metrics and Analytics: Measuring and analyzing key support metrics (such as first response time, customer satisfaction, and resolution rate) to identify trends, track progress, and set goals.
โข Cross-Functional Collaboration: Working effectively with other teams (such as product, engineering, and sales) to address customer needs, provide feedback, and drive customer-centric improvements.
โข Support for Complex Issues: Handling complex or escalated issues, collaborating with subject matter experts, and managing customer expectations throughout resolution.
โข Continuous Learning and Improvement: Staying up-to-date on emerging support trends, technologies, and best practices to continuously improve support-driven results.
โข Customer Feedback and Advocacy: Actively seeking and incorporating customer feedback, advocating for customer needs within the organization, and driving customer-centric culture changes.
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