01
Course at a glance
| Length | 4 weeks · 2 days a week, 9:00–16:00 |
|---|---|
| Format | In the training center · groups of 12 |
| For | New support staff and people moving into support roles |
| Completion | Certificate with full attendance and a final practice call |
The course
12
people per group
56
of training
30+
practice calls and messages per person
02
What you will learn
01
Calls that stay calm
Open, listen, and close a call, including calls with an upset customer, practiced with recorded feedback.
02
Clear written replies
Write chat and email replies that answer the question in the first lines.
03
Notes the next person can use
Log each case so a colleague can pick it up without asking the customer again.
03
Course plan
Week 1
Listening and opening a call
Week 2
Difficult calls and complaints
Week 3
Chat and email replies
Week 4
Case notes, handovers, and a final practice call
04
Questions from employers
Can our company send a whole team?
Yes. For groups of 8 or more we run the course at your site and use your products in the practice cases.
Do we get feedback on each person?
When the company pays for the course, we send a short report on each participant's practice calls, with their consent.
Course office
- skills@example.com
- Phone
- +1 555 0176
- Next start
- First Monday of each month (example)