10 Support Training Courses for Support Teams
We’ve created a list of support training courses to help your support teams handle critical interactions with customers. These courses will give them the necessary skills and knowledge to improve client connections and create better experiences.
1. Call Center Customer Service by SC Training (formerly EdApp)
Call centers are among the top providers of customer support around the globe. This is because customers still prefer to call rather than send an email when they have a troubleshooting issue or any concern to talk about. With call centers taking up most of the support space, it’s important to continually train and improve your team's call center customer service skills, verbal communication skills, and listening skills.
A great place to start is with SC Training (formerly EdApp)’s Call Center Customer Service course. It's designed to help your newly hired call center staff in learning the various soft-skills and methods necessary for the job. This five-part training course helps your team master the call process by describing call preparations, learning phone etiquette, knowing critical call information, and applying methods for dealing with challenging and new consumers.
This course is available in SC Training (formerly EdApp)'s free course library and is ready for your team to use. It's also totally customizable, so you can include your own customer service knowledge or best practices within the course.
Cost: Free
Scope:
- Preparing for calls
- Voice, tone, and etiquette
- Holds and transfers
- Handling difficult customers
Created by SC Training (formerly EdApp)
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2. Customer Service: Handling Complaints by SC Training (formerly EdApp)
The next support training course on our list is Customer Service: Handling Complaints. This human resource course is a three-part microlearning program that includes conflict-resolution techniques for dealing with customer complaints and unfavorable reviews. It includes techniques for how to practice responses and resolve these issues as quickly as they can while remaining empathic to their customers. Knowing how to solve these issues is critical for building customer relationships because it transforms complaints and negative feedback into a great customer experience.
The lessons also include how to put clients at ease during a complaint, such as expressing empathy, actively listening, and giving their customers their undivided attention. It also dives into the LAST technique (listen, apologize, solve, thank) and how it can be applied to address internet complaints.
If you’re looking to test whether your team actually learned something, take advantage of SC Training (formerly EdApp)’s newest feature, Practical Assessments. This feature helps you verify your team’s training progress and test their skills while on the job. You won’t have to take them away from their day-to-day tasks to check their new skills. All you have to do is scan their QR code and conduct the evaluation anytime you want it. You can also automatically track their results in the admin experience and use the information for your next training session.
Cost: Free
Scope:
- Customer complaints
- Addressing online complaints
- Handling negative reviews
Created by SC Training (formerly EdApp)
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3. Active Listening by SC Training (formerly EdApp)
Your team won’t be able to fully support your customers without active listening. Without it, they won’t be able to address their open-ended questions and interview questions, make your customers feel like they’re heard, or turn problems into business opportunities. But with SC Training (formerly EdApp)’s Active Listening course, you can help your team do all of that and more.
This support training course focuses on the essential ideas of active listening and how to apply them to improve their interactions. The course defines what active listening is and the benefits that your team will gain by developing this skill. It then goes into the various sorts of listening cues and listener types. It also provides valuable techniques and examples so that your team can maximize their skill in conversations. By the end of the training, your team will be able to address concerns and solve problems more quickly when supporting and communicating with clients.
Cost: Free
Scope:
- Core principles of active listening
- Listening for what’s not being said
- Barriers to active listening
Created by SC Training (formerly EdApp)
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4. Managing Difficult Conversations by SC Training (formerly EdApp)
When handling problems and aggressive customers day in and day out, it can be tough to manage difficult conversations day-to-day. But with the right sensitivity training, you can help your workers deal with difficult situations better.
SC Training (formerly EdApp)'s Managing Difficult Talks offers teams the necessary information and tools for effective problem solving and dealing with challenging conversations. During arguments between coworkers or between an employee and a client, everyone's voice deserves to be heard. This course covers topics such as prioritizing tough discussions, addressing and confronting difficult conversations, providing negative criticism, and offering a genuine apology. It also covers how to recognize common mistakes that might occur during difficult discussions.
Cost: Free
Scope:
- Common mistakes in difficult conversations
- Approaching difficult conversations remotely
- Giving negative feedback effectively
- Delivering an authentic apology to clients
Created by SC Training (formerly EdApp)
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5. Creating a Positive Customer Experience by SC Training (formerly EdApp)
Creating positive customer experiences is something that every support team should aim for. It helps them retain customer loyalty and increase your organization’s customer base in the process. SC Training (formerly EdApp)’s Creating a Positive Customer Experience helps them do just that.
This support training course highlights educating your workers on how to keep regular customers happy. It discusses the significance of customer service with the entire brand experience, as well as effective techniques increasing their ability to communicate with buyers. While mainly a customer service course, your team can still use their learnings here and apply them to their customer support interactions. For example, the training course gives techniques for how to engage and interact with their customers in different types of scenarios. They can apply some of these real-life techniques to their on-call or even email interactions.
SC Training (formerly EdApp)'s microlearning feature makes this course convenient and enjoyable for your staff, and it only takes a few minutes to finish.
Cost: Free
Scope:
- How to impress your customers
- How to interact with customers
- How to engage your customers
Created by SC Training (formerly EdApp)
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6. Handling Objections with Emotional Intelligence by SC Training (formerly EdApp)
Objections and disagreements are regular incidents in the customer support field. Your team often handles stressed customers, aggravated customers, and threatening customers on a daily basis. With SC Training (formerly EdApp)’s Handling Objections with Emotional Intelligence, they’ll be able to handle any type of customer with no stress.
In this support training course, your learners will understand how emotional intelligence can help them handle objections in a professional and respectful manner. It reveals how paying attention to their body language and active listening will let them know how to improve their customer interactions. They'll also discover a lesson on how to manage disagreements and accept constructive criticism while maintaining the proper emotional mindset.
Cost: Free
Scope:
- Active listening
- Resolving conflict with no hurt feelings
- Taking feedback
Created by SC Training (formerly EdApp)
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7. Effective E-mail Communication by SC Training (formerly EdApp)
Because emails are heavily used for customer support inquiries, it's critical that your workers have the communication skills they need to keep their emails clear and straightforward. With this in mind, SC Training (formerly EdApp)'s Effective E-mail Communication course was developed to explore its various facets, such as the relevance of effective e-mail communication, email features, and recommendations for evaluating email recipients. Following these principles, your learners will discover ways for generating great email content, which will improve their relationships with colleagues and clients.
Cost: Free
Scope:
- Importance of effective email communication
- What is effective email communication
- How to effectively communicate through email
Created by SC Training (formerly EdApp)
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8. Problem Solver by SC Training (formerly EdApp)
Customers go to your support teams because they have problems they want to be solved. That’s why every customer support interaction needs to have a bit of problem-solving skills applied in them. SC Training (formerly EdApp)’s Problem Solver course will help them achieve that.
This support training course offers problem solving techniques to your support team by giving an organized, rational, and data-driven approach. The training program begins with an explanation of the value of creative problem-solving. It then delves into the many principles and forms of creative problem-solving strategies to prepare your learners for any barriers that may arise during talks. It also discusses how to go to the root of the problem in order to prevent giving out temporary band-aid solutions.
Cost: Free
Scope:
- Core principles of problem-solving
- Ideation and creation
- Types of decisions
- Brainstorming techniques
Created by SC Training (formerly EdApp)
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9. Operating with Empathy by SC Training (formerly EdApp)
Properly supporting customers means being able to operate with empathy. Your support team’s communication needs to make customers feel like they’re being heard and listened to. Taking SC Training (formerly EdApp)’s Operating with Empathy gives them the first few steps to do that.
This support training course will show your team how to make others feel respected and understood. In only three short and sweet but educational lessons, they'll learn about the value of empathy in the workplace, how to manage with empathy, how to pay-attention to verbal and non verbal cues, and how to create interpersonal connections in the team. While mainly targeted at organizational leaders, your learners can still use the takeaways from this course to apply empathy in their day-to-day customer interactions.
Cost: Free
Scope:
- Empathy and company culture
- Lead with empathy
- Foster empathy in your team
Created by SC Training (formerly EdApp)
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10. Social Media and Electronic Communication by SC Training (formerly EdApp)
Customer support nowadays isn’t only limited to emails and calls. It also happens on social media. That’s why most organizations today need to train their support team with proper social media communication.
SC Training (formerly EdApp)'s Social Media and Electronic Communication course teaches your learners how to maximize social media for support. They'll be introduced to the most relevant social media sites, such as Facebook, Instagram, Twitter, and Pinterest. This brief support training course prepares them for dealing with customers by providing customer service strategies, social media etiquette advice, and industry best practices.
This course also includes in-depth lectures on social media engagement tactics such as using social media analytics, having a consistent tone of voice, and starting a discussion with your clients. By the end of the course, you can expect your learners to be social media experts in providing support.
Cost: Free
Scope:
- Strategies for effective social media engagement
- Social customer care
- Basics of social media etiquette
Created by SC Training (formerly EdApp)
Explore the courseCreate quality client experiences with support training courses
Great customer support can be hard to get in today's fast-paced society. Support teams often neglect to add empathy when working to solve customer problems. It can make customers feel as if they're a problem to be solved instead of people to care about. As a result, it comes as no surprise that you can lose clients if your support teams fail to give quality service. This is why organizations need to invest in support training courses. With client retention at stake, it's important to continually train and upskill your support teams with the skills and knowledge they need for the job. By training them, you'll be able to create quality customer experiences and foster trust and loyalty with your clients.