Larry S.

Key Skills

Freelancer Overview

DELIVERING EXCEPTIONAL CUSTOMER SUPPORT WORKBOOK Customer Support Competencies Worksheet This workbook is intended for you to improve and reflect upon the skills you need as a customer support rep. This workbook addresses case study questions, support competencies, stages of a case, time management tactics, and gives you a space to analyze your own skills as you begin your journey as a customer support rep. Pay attention to when you are instructed to complete certain sections of this workbook. Some are intended to be completed as you take the Delivering Exceptional Customer Support course or before you start your journey as a support rep. Other sections will need to be filled out one, two, and three months into your tenure as a support rep. PART 1: Section #1 Started on: The section below should be completed as you complete the video Competencies and Support Stages in the course. Issue Discovery 1. What is the customer’s goal? 2. What is the observed behavior? 3. What is the expected behavior? 4. What is the root problem? Delivering Exceptional Customer Support Workbook PART 1: Section #1 Continued Started on: Troubleshooting and Consultation 1. How does the customer support rep use resources for answers? 2. How does the customer support rep clarify expected behavior for the tool or service? 3. Does the support rep gather relevant information? 4. Does the support rep include appropriate people while problem solving? Delivering Exceptional Customer Support Workbook PART 1: Sec