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Understanding Customer Service Processes and Procedures

Course Summary

Most support centers have documented processes and flow charts. This course will provide a look into the value of help desk flow charts and FAQ procedures necessary to ensuring a successful customer experience.

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    Course Syllabus

    Course Overview
    - 1m 51s

    —Course Overview 1m 51s
    Understanding the Value of Help Desk Processes and Procedures
    - 28m 33s

    —Course Introduction and Overview 1m 9s
    —The Service-based Help Desk Model 14m 37s
    —Customer Service Processes and Procedures 4m 51s
    —Outcome Driven Support and Summary 7m 55s
    Using Flow Charts for Your Customer Support Needs
    - 17m 24s
    Implementing a Troubleshooting FAQ Knowledge Base
    - 14m 56s

Course Fee:
USD 29

Course Type:


Course Status:



1 - 4 hours / week

This course is listed under Development & Implementations and E-Commerce Community

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Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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