Delivering Exceptional Customer Support

Delivering exceptional customer support means you're creating value for your customers, inside and outside your organization. In this course, you'll learn how to become an exceptional customer support rep by developing competencies, analyzing cases, managing your time, and adhering to service level agreements. This course is accompanied by a workbook that's intended to be used as you engage with these lessons, as well as for your first few months as a support rep. Engage with the videos, download the workbook, complete the quizzes, and you'll be well on your way to delivering exceptional customer service to your customers.

Syllabus

Workbook: Delivering Exceptional Customer Support

Download the Delivering Exceptional Customer Service workbook here.

Understanding Customer Support Competencies

The skills you need to become an exceptional customer support rep can be learned, developed, and refined throughout your career. In this lesson, we'll highlight various support competencies HubSpot has defined as necessary to becoming an exceptional customer support rep, what these competencies look like in action, and tactics you can use to grow your own competencies.

HubSpot's Support Case Framework

As a support rep, you should approach each case in a similar manner: issue discovery, troubleshooting and consultation, and resolution and impact. By keeping these three stages in mind, you're actively listening and empathizing, identifying the root cause of their issues, and ensuring your customer knows the necessary next steps. This lesson will explore the three stages of a support case to ensure you're equipped to solve for your customer.

Managing Your Time as a Customer Support Rep

As a support rep, you most likely have a service level agreement (SLA) that you must meet to ensure your team is solving for all of your customers. In this lesson, we'll go through the useful tools and strategies you can use to meet your SLAs. We'll also identify various support metrics to track in order to monitor your productivity.