Certified Email & Chat Support Professional
February 13, 2025 6:38 pmCertified Email & Chat Support Professional
Online Course
Certified Email & Chat Support Professional
The Certified Email & Chat Support Professional program is designed to equip you with the essential skills and knowledge needed to excel in the customer support industry, specifically focusing on email and chat communication channels. As businesses increasingly prioritize online customer service, the demand for skilled professionals in email and chat support is growing rapidly. This course will teach you effective communication techniques, customer management strategies, and the use of industry-standard tools to enhance your efficiency and professionalism in handling customer queries.
In today’s digital world, customers prefer quick, efficient, and personalized communication. Email and chat support play a crucial role in this, and organizations seek professionals who can manage high volumes of inquiries while maintaining excellent service quality. By mastering best practices in writing, handling complex queries, and using support tools, you will be well-prepared for various customer service roles.
The scope of the industry is vast, with opportunities in e-commerce, tech support, telecommunications, healthcare, and more. You can pursue careers as an Email Support Specialist, Chat Support Agent, Customer Service Representative, or Technical Support Specialist. With businesses increasingly focused on customer experience, this certification will position you as a key player in enhancing customer satisfaction and building long-term loyalty.
Course Fee
₹15,000/-
Qualification
Any Degree
Duration
45 days
Course Type
Certification
Our Recognitions Speaks
Creative Mentors was honored for its excellency in animation education industry
WHAT WE TEACH
Here is a 3-Month Course Curriculum Module-wise for Certified Email & Chat Support Professional, designed to equip students with the skills needed to excel in customer support through email and chat channels:
Month 1: Introduction to Customer Support & Communication Skills
- Topics Covered:
- What is Customer Support? Role and Importance
- Types of Customer Support: Email, Chat, Voice, and Social Media
- Key Customer Support Metrics: Response Time, Resolution Time, Customer Satisfaction (CSAT)
- Understanding Customer Expectations and Effective Service Delivery
- Customer Support Strategies: Proactive vs Reactive Support
- Practical Assignment: Create a customer support workflow for different communication channels.
- Topics Covered:
- Effective Writing Skills for Email and Chat
- Professional Tone and Language in Written Communication
- Active Listening and Empathy in Text-Based Communication
- Structuring Emails and Chats for Clarity and Efficiency
- Common Email and Chat Etiquette Guidelines
- Practical Assignment: Write and respond to a series of mock emails and chat interactions simulating real customer queries.
- Topics Covered:
Month 2: Tools, Platforms, and Customer Support Systems
- Topics Covered:
- Overview of Email Support Tools (Gmail, Outlook, Zendesk, Freshdesk)
- Understanding Live Chat Platforms (Zendesk Chat, Intercom, Freshchat, LiveChat)
- Managing Customer Queries Using CRM Software
- Creating and Managing Templates for Common Issues
- Integration of Email and Chat Systems with CRM (Customer Relationship Management)
- Practical Assignment: Set up a mock customer service email and chat system using one CRM and a live chat tool.
- Topics Covered:
- Identifying and Categorizing Customer Issues
- Using Knowledge Bases and FAQs to Resolve Issues Faster
- Effective Query Management and Escalation Procedures
- Handling High-Volume and Complex Customer Queries
- Best Practices for Follow-Ups and Customer Retention
- Practical Assignment: Simulate handling a high volume of emails and chat queries, ensuring timely responses and resolutions.
- Topics Covered:
Month 3: Advanced Support Techniques, Best Practices, and Certification Prep
- Topics Covered:
- Handling Difficult Customers and Negative Feedback
- Conflict Resolution and Managing Escalations in Email/Chat
- Personalization Techniques for Customer Engagement
- Managing Multiple Chats and Emails Simultaneously
- Using Automation Tools (Auto-responders, Chatbots) Effectively
- Practical Assignment: Role-play with scenarios involving difficult customers and complex issues, simulating both email and chat support.
- Topics Covered:
- Best Practices for Email & Chat Support Success
- Quality Assurance in Email/Chat Responses
- Understanding Customer Feedback and Improving Service Delivery
- Preparing for Certification: Exam Overview and Key Focus Areas
- Review of Core Concepts and Tools
- Topics Covered:
By the end of the course, students will be proficient in handling customer support through email and chat, using the latest tools and platforms effectively. They will be prepared for roles such as Email Support Specialist, Chat Support Professional, Customer Service Representative, and Technical Support Specialist in industries like e-commerce, tech support, healthcare, finance, and telecommunications. The certification will validate their skills, making them competitive in the fast-growing customer service industry.
TO START AN EXCITING CREATIVE CAREER
OUR FACULTY
FROM THE STUDENTS
Direct testimonials from the students who completed the course
ADMISSION PROCESS
Creative Mentors Animation, Gaming and VFX School is looking for dedicated students who want to become tomorrow’s art and design leaders. We seek innovators, storytellers, collaborators, problem solvers, dreamers, leaders—all are welcome here.
