Understanding Customer Service Processes and Procedures

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.
Course info
Rating
(27)
Level
Intermediate
Updated
Oct 17, 2016
Duration
1h 2m
Table of contents
Description
Course info
Rating
(27)
Level
Intermediate
Updated
Oct 17, 2016
Duration
1h 2m
Description

Do you strive to increase customer service satisfaction for your company? In this course, Understanding Customer Service Processes and Procedures, you will follow the path of a company that requires customer service processes to improve their overall customer experience. First, you will learn the value of support center customer service policies. Next, you'll learn about customer service processes and procedures. Finally, you will learn all about flow charts, FAQs, and more. When you are finished with this course, you will have the skills and knowledge needed to ensure a successful customer experience.

About the author
About the author

Theresa Miller is a Citrix Technology Professional, Microsoft MVP, and VMware vExpert that has been working in IT for over 20 years.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi everyone, my name is Theresa Miller, and welcome to my course about Understanding Customer Service Processes and Procedures. I am the founder and CEO of 24x7 IT Connection LLC, and I'm excited to talk about this topic with you today. So why would you be interested in learning about this particular topic? Well, most organizations that have support centers already in place will have documented process and flowcharts, and so we are going to learn about what these look like, and how you can implement them as well. We'll also talk about why these are so important to the work that you are doing today. In this course, we will provide a look into the value of help desk flowcharts and FAQ procedures that are necessary to ensuring a successful customer experience. Some of these major topics that we will cover are customer service processes and procedures with overviews and examples, flowcharts, and FAQs. By the end of this course, you will have all of the facts required to ensure that you understand the value of customer service processes and procedures, and how they can benefit your organization. Additionally, how flowcharting and FAQs and leveraging a service-based support model can take you to that next level. Join me on this journey to learn more about customer service processes and procedures through this course at Pluralsight.

Understanding the Value of Help Desk Processes and Procedures
Understanding Customer Service Processes and Procedures. My name is Theresa Miller, I'm the founder and CEO of 24x7 IT Connection, and we're going to talk about how customer service has modeled the way our help desks today function. It doesn't matter if your organization is large and it's an enterprise, or if it's a small SMB, these concepts apply to both. So what we're going to focus on more specifically is the service-based help desk model, we'll talk about customer service and the necessary processes and procedures that your help desk and service center should follow to be extremely successful. And then our final topic will be focused on outcome-driven support, ensuring that what we're doing today regardless of how wonderful it is, determining if we can do a better job.

Using Flow Charts for Your Customer Support Needs
Using Flow Charts for Your Customer Support Needs. My name is Theresa Miller and I am the founder and CEO of 24x7 IT Connection. Today we're going to talk about what a flow chart is, why a flow chart could be extremely beneficial for customer service in your organization, and we will go through some flow chart examples. Regardless of the type of company that you work for, flow charting is an excellent way to help make decisions and provide guidance on how to get to those decisions.

Implementing a Troubleshooting FAQ Knowledge Base
Implementing a Troubleshooting FAQ Knowledge Base. My name is Theresa Miller, and I am the founder and CEO of 24x7 IT Connection. I really enjoy this topic. For years I have watched organizations figure out how to work through this type of issue, and even more than watching, I helped implement various knowledge bases. So, let's talk about how we're going to work through this conversation today. We will dive deeper into what a knowledge base/FAQ is, it can also be known as a content management system. We'll discuss the cross-training value that comes from having a knowledge base, and discuss how it leads to a supportive team environment.