Course Content
Module 1 — Customer Support Foundations & Mindset
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Module 2 — Understanding Customers & The Customer Journey
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Module 3 — Communication Skills for Email, Chat & Phone
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Module 4 — Support Tools, Tickets, Workflows & Knowledge Bases
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Module 5 — Troubleshooting & Problem-Solving Like a Pro
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Module 6 — Handling Difficult Customers & De-escalation
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Module 7 — Time Management, Productivity & Stress Control
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Module 8 — Quality, Metrics & Continuous Improvement (CSAT, FCR, SLA)
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Module 9 — Privacy, Security & Professional Ethics in Support
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Module 10 — Career Growth, Remote Work & The Real Pros/Cons
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Final questions.
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