Customer Support Consultant

Introduction to Customer Support

3 Topics | 1 Quiz

Role and responsibilities of a customer support consultant

Understanding different types of customer support

The importance of customer support in business success

Basics of Customer Support

Communication Skills for Customer Support

3 Topics | 1 Quiz

Active listening techniques

Clear and concise verbal communication

Non-verbal communication and tone of voice

Effective Customer Communication

Handling Customer Inquiries

3 Topics | 1 Quiz

Types of common customer inquiries

Responding to inquiries professionally

Using FAQs and knowledge bases effectively

Responding to Customer Questions

Problem-Solving and Conflict Resolution

3 Topics | 1 Quiz

Techniques for identifying customer problems

Steps to resolve conflicts professionally

Managing difficult customers with empathy

Resolving Customer Issues

Using Customer Support Technology

3 Topics | 1 Quiz

Overview of common customer support tools

How to use live chat and ticketing systems

Maintaining accurate customer records

Customer Support Tools and Systems

Workplace Professionalism

3 Topics | 1 Quiz

Time management for support consultants

Maintaining professionalism under pressure

Adhering to company policies and procedures

Professionalism in Customer Support

Cultural Awareness in Customer Service

3 Topics | 1 Quiz

Understanding South Africa’s diverse customer base

Respecting cultural differences in communication

Adapting support approaches to diverse customers

Cultural Sensitivity in Customer Support

Customer Feedback and Continuous Improvement

3 Topics | 1 Quiz

Collecting and using customer feedback effectively

Analyzing feedback to improve service

Implementing changes based on customer input

Using Customer Feedback

Ethics and Confidentiality in Support

3 Topics | 1 Quiz

Understanding ethical responsibilities

Protecting customer privacy and data

Handling confidential information appropriately

Ethical Practices in Customer Support

Preparing for a Career as a Customer Support Consultant

3 Topics | 1 Quiz

Building a strong CV and cover letter

Interview tips for customer support roles

Planning professional development and growth

Career Readiness for Customer Support

Customer Support Tools and Systems

Customer Support Consultant Using Customer Support Technology Customer Support Tools and Systems

Customer Support Tools and Systems

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Question 1 of 5

1. Question
What is the main purpose of ticketing systems in support?
- To organise and manage customer enquirie
- To offer discounts to customers
- To create marketing campaigns
- To advertise new products
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Question 2 of 5

2. Question
What is an advantage of using live chat support?
- Allows real-time messaging with customer
- Sends automated emails only
- Records phone calls automatically
- Handles billing and payments
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Question 3 of 5

3. Question
Why is keeping organised customer records important?
- It helps provide faster, personalised he
- It stores brochures and product manuals
- It reduces internet usage during calls
- It tracks employee attendance
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Question 4 of 5

4. Question
What is a basic function of CRM software?
- To manage customer details and interacti
- To design company logos
- To automate payroll processes
- To schedule staff shifts
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Question 5 of 5

5. Question
What is a key security practice when handling customer data?
- Keeping accurate and confidential record
- Sharing data on social media
- Allowing public access to records
- Using weak passwords for convenience
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