Curriculum
- 9 Sections
- 68 Lessons
- Lifetime
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- MODULE 1: INTRODUCTION TO MODERN CUSTOMER OPERATIONS2
- MODULE 2: CUSTOMER COMMUNICATION CHANNELS10
- 2.11. Foundations of Professional Customer Communication10 Minutes
- 2.22. The 5 Principles of Effective Support Communication7 Minutes
- 2.33. Writing Professional Customer Emails (Structure & Flow)6 Minutes
- 2.44. Handling Difficult Customers via Email8 Minutes
- 2.55. Live Chat Support: Speed vs Clarity7 Minutes
- 2.66. How to Handle Real-Time Conversations7 Minutes
- 2.77. Social Media Support: Managing Public Complaints7 Minutes
- 2.88. De-escalation Techniques for Angry Customers9 Minutes
- 2.99. Tone, Language & Brand Voice in Customer Communication9 Minutes
- 2.1010. Common Communication Mistakes That Cost Companies Customers9 Minutes
- MODULE 3: CRM SYSTEMS5
- MODULE 4: HELPDESK & TICKETING SYSTEMS10
- 4.11. What is a Helpdesk System?4 Minutes
- 4.22. Understanding the Ticket Lifecycle (Start → Resolution)4 Minutes
- 4.33. Creating and Managing Support Tickets6 Minutes
- 4.44. Assigning and Prioritizing Tickets5 Minutes
- 4.55. Escalation: When and How to Do It Properly5 Minutes
- 4.66. Internal Communication Between Teams (Support ↔ Tech ↔ Finance)6 Minutes
- 4.77. Using Zoho Desk for Ticket Management6 Minutes
- 4.88. Writing Internal Notes vs Customer Responses6 Minutes
- 4.99. SLA (Service Level Agreement) Explained4 Minutes
- 4.1010. Handling High-Volume Support Situations6 Minutes
- MODULE 5: LIVE CHAT & SOCIAL SUPPORT OPERATIONS9
- 5.11. Introduction to Live Chat Support Systems5 Minutes
- 5.22. Setting Up and Using tawk.to12 Minutes
- 5.33. Real-Time Customer Engagement Techniques7 Minutes
- 5.44. Multi-Chat Handling6 Minutes
- 5.55. Chat Transcripts: Review and Improvement4 Minutes
- 5.66. Social Media Support Strategy (Instagram, WhatsApp, Twitter)8 Minutes
- 5.77. Turning Public Complaints into Positive Brand Moments6 Minutes
- 5.88. Response Time vs Resolution Time: What Matters More?6 Minutes
- 5.99. Handling Spam, Trolls, and Difficult Online Customers6 Minutes
- MODULE 6: AI FOR CUSTOMER SUPPORT9
- 6.11. Introduction to AI in Customer Operations11 Minutes
- 6.22. How AI is Changing Customer Support Roles7 Minutes
- 6.33. Using ChatGPT for Customer Response Drafting8 Minutes
- 6.44. Using Google Gemini for Support Tasks8 Minutes
- 6.55. Writing Better Responses with AI Prompts10 Minutes
- 6.66. Summarizing Customer Complaints Using AI6 Minutes
- 6.77. Creating FAQs wi9 Minutes
- 6.88. AI + Human Balance (Avoiding Over-Automation)9 Minutes
- 6.99. Common Mistakes When Using AI in Customer Support6 Minutes
- MODULE 7: CUSTOMER FEEDBACK & CX IMPROVEMENT8
- 7.11. What is Customer Feedback and Why It Matters8 Minutes
- 7.22. Understanding CSAT, NPS & Customer Metrics9 Minutes
- 7.33. Collecting Feedback Using Google Forms and Organizing Data in Google Sheets11 Minutes
- 7.44. Basic Analysis Using Microsoft Excel8 Minutes
- 7.55. Identifying Patterns in Customer Complaints5 Minutes
- 7.66. Turning Feedback into Actionable Insights5 Minutes
- 7.77. Improving Customer Experience Using Data6 Minutes
- 7.88. Reporting Customer Insights to Management7 Minutes
- MODULE 8: INDUSTRY-SPECIFIC JOB SIMULATIONS8
- 8.11. How Customer Support Differs Across Industries12 Minutes
- 8.22. Finance Support Simulation (Payments, Reversals, Fraud Cases)10 Minutes
- 8.33. Tech Support Simulation (Bugs, Logins, System Errors)12 Minutes
- 8.44. E-commerce Support Simulation (Orders, Deliveries, Refunds)11 Minutes
- 8.55. QSR/FMCG Simulation (Food Orders, Logistics, Complaints)10 Minutes
- 8.66. Role Play: Customer vs Agent vs Supervisor10 Minutes
- 8.77. Handling Complex Escalations in Real Scenarios12 Minutes
- 8.88. Performance Review: What Makes a Great Agent10 Minutes
- MODULE 9: WORKPLACE READINESS & PORTFOLIO DEVELOPMENT7
- 9.11. Understanding Customer Support Job Roles8 Minutes
- 9.22. How to Position Yourself for Customer Support Jobs5 Minutes
- 9.33. Building a Customer Support CV6 Minutes
- 9.44. Optimizing LinkedIn for Customer Operations Roles7 Minutes
- 9.55. Interview Preparation for Customer Support Roles7 Minutes
- 9.66. Common Interview Questions & How to Answer Them7 Minutes
- 9.77. How to Stand Out as an Entry-Level Candidate10 Minutes