Customer Support

Note: This course is available in Urdu language also Click here

Customer Support

After completion of this course, the candidate will be able to cover the following..

For Course Benefits, please watch this Video or Read below….

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  • Enhanced Customer Satisfaction:

The online course on Customer Support enhances learners’ ability to provide exceptional customer service. They gain skills to understand customer needs, address concerns effectively, and ensure a positive customer experience, leading to increased customer satisfaction.

  •  Improved Communication Skills:

The course focuses on improving communication skills in customer support. Learners acquire techniques to listen actively, communicate clearly, and empathize with customers, enabling them to establish strong rapport and resolve issues efficiently.

  • Increased Customer Loyalty:

Customer Support training fosters customer loyalty. Learners develop the ability to build trust, provide personalized support, and exceed customer expectations, resulting in long-term customer loyalty and repeat business.

  •  Effective Problem Resolution:

The course emphasizes effective problem resolution in customer support. Learners gain techniques to analyze issues, identify root causes, and provide timely and satisfactory solutions, enhancing their ability to resolve customer problems efficiently.

  •  Enhanced Product Knowledge:

Customer Support training enhances learners’ product knowledge. They gain a deep understanding of products or services, enabling them to provide accurate information, troubleshoot effectively, and guide customers in making informed purchasing decisions.

  • Improved Conflict Management:

The course provides techniques for effective conflict management in customer support. Learners develop skills to handle difficult situations, manage customer complaints, and turn challenging interactions into positive resolutions, fostering customer satisfaction.

  • Increased Efficiency:

Customer Support training focuses on improving efficiency in customer interactions. Learners gain skills to handle customer queries promptly, manage high call volumes, and multitask effectively, resulting in improved efficiency and reduced response times.

  • Enhanced Empathy and Emotional Intelligence:

The course promotes the development of empathy and emotional intelligence in customer support. Learners gain the ability to understand and address customers’ emotions, respond with empathy, and provide compassionate support, leading to enhanced customer relationships.

  • Effective Time Management:

Customer Support training emphasizes time management skills. Learners acquire techniques to prioritize tasks, manage customer inquiries efficiently, and optimize their time, resulting in improved productivity and timely customer support.

  • Multichannel Support Skills:

The course equips learners with skills in providing support through various channels, such as phone, email, chat, and social media. They gain the ability to adapt their communication style to different channels, ensuring consistent and effective customer support across platforms.

  •  Improved Cross-functional Collaboration:

Customer Support training promotes cross-functional collaboration. Learners develop skills to collaborate with other departments, share customer insights, and work collectively to address customer needs, fostering a customer-centric organizational culture.

  •  Enhanced Problem Prevention:

The course emphasizes proactive problem prevention in customer support. Learners gain skills to anticipate potential issues, identify recurring problems, and provide recommendations for process improvements, reducing the number of customer support inquiries.

  • Increased Upselling and Cross-selling Opportunities:

Customer Support training provides learners with skills to identify upselling and cross-selling opportunities. They gain the ability to understand customer needs, recommend additional products or services, and contribute to revenue generation within the organization.

  • Improved Product Feedback and Insights:

The course encourages learners to gather and provide valuable product feedback. They develop skills to collect customer insights, identify trends, and contribute to product enhancements, facilitating continuous improvement and innovation.

  •  Enhanced Brand Reputation:

Customer Support training contributes to a positive brand reputation. Learners gain skills to represent the brand professionally, deliver consistent service, and leave customers with a positive impression, enhancing the overall reputation of the organization.

  • Increased Customer Retention:

The course focuses on customer retention strategies. Learners gain skills to build relationships, proactively engage with customers, and provide personalized support, resulting in increased customer loyalty and reduced churn rates.

  • Effective Knowledge Base Management:

Customer Support training emphasizes the management of knowledge bases. Learners gain skills to create and maintain comprehensive knowledge resources, enabling them to access information quickly and provide accurate responses to customer inquiries.

  • Enhanced Cultural Sensitivity:

The course promotes cultural sensitivity in customer support. Learners develop awareness of cultural differences, gain cross-cultural communication skills, and provide inclusive support to customers from diverse backgrounds, fostering positive customer experiences.

  •  Improved Metrics and Performance Tracking:

Customer Support training provides techniques for metrics and performance tracking. Learners gain skills to monitor key performance indicators (KPIs), assess their performance, and identify areas for improvement, enabling them to continually enhance their customer support skills.

  • Career Advancement Opportunities:

Proficiency in customer support opens doors to career advancement. Learners who demonstrate excellence in customer support become valuable assets to organizations and can pursue roles such as customer support supervisors, team leads, or customer success managers, enhancing their career prospects.

Customer Support Modules

In this course, you will get 12 Modules which are describing all aspects greatly

  •  Module One: Getting Started
  1. Workshop Objectives
  • Module Two:What Is Customer Service?
  1. Support vs. Service
  2. Who Participates?
  3. Metrics
  4. Trends
  5. Case Study
  • Module Three: Challenges
  1. Customer Challenges
  2. Crisis
  3. Ticket Backlogs
  4. End Relationship with Customer
  5. Case Study
  • Module Four: Email
  1. Formal yet Conversational Style
  2. Scripted Yet Authentic
  3. Explain Information Carefully
  4. Results
  5. Case Study
  • Module Five: SMS
  1. Convenience of Texting
  2. Apps and Software Available
  3. Information to Communicate
  4. Professional Communication through Text
  5. Case Study
  • Module Six: Webchat
  1. Personalize
  2. Apps and Software Available
  3. Real Time Support
  4. Etiquette
  5. Case Study
  • Module Seven: Multi-Channel Apps
  1. Different Multi-Channel Apps
  2. Pros
  3. Cons
  4. Making a Decision
  5. Case Study
  • Module Eight: Support Ticket Apps
  1. Different Support Ticket Apps
  2. Pros
  3. Cons
  4. Making a Decision
  5. Case Study
  • Module Nine: Documentation
  1. What to Document
  2. Using Tools
  3. Prepare Documentation
  4. Retain
  5. Case Study
  • Module Ten: Feedback
  1. Surveys
  2. Boxes
  3. Analytics
  4. Usability
  5. Case Study
  • Module Eleven: Be Proactive
  1. Research Analytics
  2. Discover Opportunities
  3. Prevent Problems
  4. Provide Support Before People Know They Need It
  5. Case Study
  • Module Twelve: Wrapping Up

Be Creative with Quizes

Each Module is finishing with its quiz & hence you will get to review your Modules in the form of 100 questions.

  • Module Two Review Questions
  1. Which of the following is considered to be customer service?
  2. Which of the following is considered to be customer support?
  3. Which of the following would participate in customer support?
  4. The first group of agents the customers usually encounter are known as what?
  5. Which of the following is a team metric?
  6. Which of the following is an individual metric?
  7. Trends today typically focus on what?
  8. Which of the following is considered a customer service?
  9. What did Pearl learn from her training?
  10. Zach liked which aspect of the customer support philosophy?
  • Module Three Review Questions
  1. Customers can be challenging when they are what?
  2. It is important for employees to know what?
  3. What is considered a crisis?
  4. It is suggested that every company have what in case of a crisis?
  5. It is important to do what first when you have a ticket backlog?
  6. Customers want to feel what when they submit a ticket?
  7. It is suggested that agents should do what when ending a customer relationship?
  8. It is important to not do what when ending a customer relationship?
  9. Bryan told Mary customers may do what?
  10. Bryan showed Mary what item in case they had a customer crisis?
  • Module Four Review Questions
  1. Conversational style emails use what?
  2. Conversational style emails are considered more what?
  3. Scripted and automatic emails should still be what?
  4. Scripts used in an automatic email should be what?
  5. Emails cannot convey what to customers?
  6. Explain information carefully in an email, but don’t be what?
  7. Use email results as a tool to do what?
  8. Email results should help accomplish which of the following?
  9. What is one of Olivia’s job tasks?
  10. What do Olivia and Jacob do with results from customer support emails?
  • Module Five Review Questions
  1. Texting can be a convenient way to communicate because why?
  2. According to the lesson, what percent of customers will call customer support?
  3. Where can texting application obtained from?
  4. Text apps offer what kind of features?
  5. Which of the following is alright to text?
  6. Which of the following should not be sent through text message?
  7. Why should professional texts be kept short?
  8. Which of the following is not considered professional text content?
  9. What form of customer support were Peter and Fiona discussing?
  10. At the end of their training, Peter showed Fiona what about texting?
  • Module Six Review Questions
  1. Personalization of the webchat is ________.
  2. Which is an acceptable way of personalizing your webchat?
  3. The use of apps and software to communicate with your customers is ________.
  4. Communicating with the customer via the internet is _________.
  5. Real time support software is __________.
  6. Customers tend to _________ webchat?
  7. Etiquette for webchat is __________.
  8. Why is it hard to communicate through email?
  9. Ginny trained Steve on __________?
  10. Steve learned and signed off on the company policy on __________.
  • Module Seven Review Questions
  1. Multi-channel apps provide different forms of communication with ___________.
  2. Which is not a multi-channel communication option?
  3. Why should you use a multi-channel app?
  4. Multi-channel apps can decrease ___________.
  5. ___________ is often a reason a company does not invest in multi-channel communication apps.
  6. _________ is necessary and costly when implementing a multi-channel system.
  7. What is considered when choosing a multi-channel app or software?
  8. What company would be more likely to opt for a multi-channel communication system?
  9. What were Tom and Katy considering?
  10. Why didn’t Tom think this was cost effective for his business?
  • Module Eight Review Questions
  1. Support ticket apps are used in which department?
  2. Support ticket apps attach __________ to a ticket?
  3. Why is a support ticket app useful?
  4. Support ticket apps can track _________.
  5. What is a “con” to a support ticket app?
  6. Support ticket apps are geared towards _______ companies.
  7. __________ is one of the main concerns when choosing an app?
  8. Whose opinion would be useful in deciding on a support ticket app?
  9. Bob needs to _______ his customer support systems?
  10. How many people’s opinion Bob ask?
  • Module Nine Review Questions
  1. What should be documented?
  2. Documentation should be ___________.
  3. There are _______tools to aid in documentation.
  4. Which is a tool app for documenting?
  5. Preparing the documentation refers to ________.
  6. Documentation should be ___________?
  7. Retaining documentation involves ________ often.
  8. Publishing can easily be accomplished with __________.
  9. Jim is working on the __________ for customer support?
  10. What happened to Jim?
  • Module Ten Review Questions
  1. Customer _______ can be conducted to collect feedback.
  2. Surveys are ________ data.
  3. What are feedback boxes?
  4. Where are feedback boxes found?
  5. Feedback analytics refers to the ________.
  6. Feedback can be analyzed _________.
  7. ________ is the ease the customer has during online interaction?
  8. Usability problems occur when _______.
  9. What do Bob and Tom need to update?
  10. What did Tom do to collect data?
  • Module Eleven Review Questions
  1. Research analytics are _________ in customer support apps?
  2. Research analytics are designed to monitor ___________.
  3. When is there an opportunity to advance the customer relationship?
  4. You can _________ by taking advantage of the open line of communication and asking your customer their opinions?
  5. Often times, customers will vent their problems __________.
  6. How can you use the information from social media?
  7. How can you provide support?
  8. Why do customers like different communication mediums?
  9. Kelly advises that the software will monitor what?
  10. What did Diane assign to Kelly?

  • What is the requirement for this course?

The course is open to anyone who is interested in learning more about the subject matter, and there are no specific entry requirements to enroll.

  • What much Time I need to Spend for completion of this course?

The course is divided into different modules, with an average study time ranging from 20 to 90 minutes per module as per your convenience. While you have the flexibility to allocate your preferred amount of time to each module, after buying you will have lifetime access to the course so you can log in and out of the course as per your schedule.

  • When and Where I can Study this Course?

You can study this course at any time and anywhere of your choice, you have the convenience of logging in and out of the web-based course as often as you need. The course is compatible with all devices, including computers, tablets, and smartphones, allowing you to study even while on the go.

  • How I can Pay for this Couse?

To make a payment for this course, you have the option to use several payment methods including Visa, MasterCard, and PayPal account. The website employs the latest SSL encryption technology to ensure that your payment details are kept safe and secure. All payments are processed securely by PayPal, providing an added layer of protection for your peace of mind.

  • How soon I can have access to the course material?

You will have access to the course immediately after you make the payment. You will receive email confirmation of payment at the same time with full access to the course material.

  • Can I earn a Certificate at the end of the course?

That’s Right! At the completion of the course, we will earn a Professional Certificate that can be a valuable addition to your career and personal achievements. This certificate will serve as evidence of the knowledge and skills you have gained through the course, and can help you demonstrate your expertise to current or potential employers.

  • What is the validity of the Certificate?

Certificate is your achievement, which will remain with you forever. It doesn’t have any expiry or need any renewal. Enjoy the Course and Good Luck.


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Learning Outcomes

Participants after getting certification, will be able to:

  • Define Customer Support
  • know the various venues for Customer Support
  • Recognize the challenges of customer support
  • Learn different applications
  • Know proper sorts of documentation
  • Learning to be proactive in Customer Support

Why Is It Important?

Technology is usually changing – and always improving. Once Customer Support was only offered by calling a helpline numbers and lecture someone over a line. But lately, Customer Support is often done over a spread of methods, including text messages and webchats. Your customers are always changing then is that the technology they use, so confirm you’re maintaining with both!

What Is Customer Service?

In many companies, Customer Support and customer service are often mistaken for an equivalent thing.

Customer service may be a general field that involves assisting customers during a range of issues, like purchasing, troubleshooting, installation & even the disposal of products or services.

Customer service is meant to specialize in the customer and the way they will enjoy your product or service, so it’s important to try your part within the delivery.

Who Participates?

When it involves Customer Support, everyone within the company participates. In any case, customer satisfaction is up to everyone. Within every company, there’s typically some sort of employee process or chain of command to follow


When email was first introduced, it had been viewed as an off-the-cuff and casual thanks to contact the family and friends. But email has come an extended way and is now a mainstream method for any sorts of contact – both business and private.


SMS (short message service), also known commonly as texting, isn’t new technology, but it’s a more modern tool that companies are beginning to use for their customers. Customers can feel as if they’re getting one-on-one service from an agent and may do so 24 hours each day.


Webchats, sometimes simply called live chats, are a tool want to communicate in real-time over an online connection. Webchats are often down over text/typing conversations, often seen as a talk box, or are often done by video, which offers live video chats any time!

Multi-Channel Apps

It’s defined as using many various methods to succeed in the customer. Whether it’s a webchat in customer service, or a shipping confirmation within the sort of a text message to the customer, there are many various customers, with many various methods of communication, for several different reasons.

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