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BWC495 and BWC497 Together: Writing Skills for Customer Support Representatives

Tuition: $495.00


This training program for customer-support representatives consists of two special courses that were developed in cooperation with Service Strategies, Inc., a company that specializes in working with technical call centers. The entire training program contains two courses: BWC495 Basic Writing Skills for Customer Support Representatives and BWC497 Writing Customer or Client Support Messages.

If you register for both BWC495 Basic Writing Skills for Customer Support Representatives and BWC497 Writing Customer-Support Messages at the same time, the tuition is reduced from $590 for the two to $495.

The online lessons contain clear explanations and many examples. You go at your own pace and submit assignments when you are ready. The instructor evaluates the activities and examinations, comments on skills learned and skills that still need polish, coaches you through learning the skills, and certifies your competence. You receive a graduation certificate for framing at the end of the course.

Course Time: You will go through the course at your own pace, so you could complete it within a few weeks. However, you have up to four months to complete the course so you can fit the study time into your schedule. All lessons must be finished within the four-month period.

Course Content

BWC495 Basic Writing Skills for Technical Call Center Representatives

Lesson 1-1 Write in Blocks
Lesson 1-2 Write Enough, But Not Too Much
Lesson 1-3 Mark the Blocks Clearly
Lesson 1-4 Use Words the Reader Understands
Lesson 1-5 Use Sentences the Reader Understands
Lesson 1-6 Write Concisely
Lesson 1-7 Use Aids to Understanding
Lesson 1-8 Write Clear Procedures
Lesson 1-9 Edit and Proofread
Lesson 1-10 Know the Commonly Confused Words
Lesson 1-11 Avoid the 30 Most Common Business Writing Errors

BWC497 Writing Customer-Support Messages

Lesson 2-1 Step 1: Interpret the Customer's Message
Lesson 2-2 Step 2: Decide the Next Action
Lesson 2-3 Next Action 1: Pick Up the Phone and Call
Lesson 2-4 Next Action 2: Escalate the contact
Lesson 2-5 Next Action 3: Request Further Information
Lesson 2-6 Next Action 4: Solve the Problem
Lesson 2-7: Write the Subject Line
Lesson 2-8: Write the Greeting
Lesson 2-9: Acknowledge the Customer's Feelings
Lesson 2-10: Assure the Customer You're Working for Him or Her
Lesson 2-11: State the Problem
Lesson 2-12: Explain the Next Step or Status
Lesson 2-13: Describe Possible Causes (for Problems)
Lesson 2-14: Explain Remedies and Actions
Lesson 2-15: Explain Customer Actions
Lesson 2-16: Write the Next Step or Options
Lesson 2-17: Write a Cordial Closing
Lesson 2-18 Follow Up

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