Customer support that customers love

What you will be able to do

Skills you add to your Herizon profile when you finish: Customer Support.

Who it is for

Anyone about to start, or recently started, a frontline support role: help desk, customer service, community support, or the person at a small company who handles whatever lands in the inbox. No experience needed.

The situation you work through

Maya, an English-speaking support agent, spends her first week at Lumo, a Helsinki invoicing software company: she sorts a queue of 38 tickets, calms an angry customer who was charged twice, writes the repeated answer once and reads the week's numbers.

Your practice task

Run your own first-week drill for a product you know. Write five realistic tickets and sort each into now, today, this week or not a ticket with one reason. Write a reply to the angriest one in the order name the problem, own it, say what happens next with a time, then empathy, plus an escalation note for one you could not solve. Write a saved reply and the title and first two lines of a help article. Choose two metrics to watch and say how each could mislead. Submit it as one page.

What is inside

1. Your first week in support
2. Triage: what to answer first
3. Tone when the customer is angry
4. Writing the answer once
5. The help desk and how to use it well
6. The numbers that matter

and 1 more page

Finish with a short quiz to earn your certificate.