Customer Support Training:
Customer Support Course: Delivering Exceptional Customer Support
Learn how to excel as a customer support representative in this HubSpot Academy course! Discover how to provide outstanding and empathetic service, problem-solve support cases, meet service level agreements, and monitor productivity. Gain knowledge in industry-leading best practices!
Who is this for?
- Small business owners seeking to enhance their customer support and service skills
- Customer support representatives interested in providing exceptional customer support and experiences
- Individuals looking to develop a career in customer support
What you'll learn
- Understand the key skills required to become an exceptional customer support representative
- Learn effective techniques for issue discovery, troubleshooting, and consultation
- Track and monitor support metrics to improve overall productivity and customer satisfaction
Includes
Inbound Service
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Instructors
Adriti Gulati
Adriti is an Inbound Professor focusing on all things customer service. Prior to HubSpot, Adriti worked at a non-profit educational program focusing on getting high school students into colleges and universities. She is passionate about ensuring education is accessible for all. Outside of work, Adriti can be found at your local Chinese restaurant, playing pickle ball, or hiking through southern California.
Curriculum
Understanding Customer Support Competencies
Lesson - 19 min
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Lesson instructor: Adriti Gulati 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.
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HubSpot's Support Case Framework
Lesson - 20 min
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Lesson instructor: Adriti Gulati 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.
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Managing Your Time as a Customer Support Rep
Lesson - 16 min
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Lesson instructor: Adriti Gulati 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.
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Survey: Delivering Exceptional Customer Support
Lesson - 5 min
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