Customer Service Training

What Customer Service is not?

• the support you offer your customers — both before and after they buy and use your products or services.

• just providing answers to customer questions.

• providing timely, attentive, upbeat service to a customer, and making sure their needs are met in a manner that reflects positively on the company or business.

• all interactions between a customer and a product provider at the time of sale, and thereafter.

The time during which your product or service is unavailable for use because of an issue or maintenance.

• Business Hours

• Downtime

• Lifetime Value

• Due time

___ is the amount of work your customer has to do themselves to resolve an issue. Generally best kept at a low as possible level.

FAQ stands for:

Select the possible channels customers can use to reach the support team.

• Help Desk

• Live Chat

• Social Media

• Bug

• Self-service

Possible status to a ticket or request.

• Pending

• Overdue

• Status

• Routing

• Open

Including a third party to provide support to your customers on your behalf.

• Bug

• Retention

• Outsourcing

• Metric