CUSTOMER SUPPORT ROADMAP

Misterethereal0_

Hello, I'd like to request a road map for being a customer service representative and administrator @thanni

thanni

Check out this 8-week curriculum for a CSR. Try to commit to the timelines and complete the practice assignments at the end of each module. I added learning resources below.

Weeks 1–2: Foundations of Service

Core Course: Introduction to Customer Service (~18 hours)
Focus Areas:
- Customer service principles and etiquette.
- Active listening and empathy drills.
- Professional communication for chat, email, and phone.
Practice:
- Write 5 professional response templates for WhatsApp and Instagram inquiries.
- Record self-assessment voice notes to improve tone and clarity.

Weeks 3–4: Interactions & Issue Resolution

Core Course: Interacting with Customers (~21 hours)
Focus Areas:
- Handling complaints and difficult conversations.
- Maintaining professionalism under pressure.
- Structuring conversations for clarity and resolution.
Practice:
- Simulate escalation cases with peers.
- Create a “customer issue log” in Google Sheets to document scenarios and solutions.

Weeks 5–6: Tools & Process

Core Course: Call Center Customer Service (~19 hours)
Added Training:
- CRM Systems: Sign up for free demos:
- Zendesk Trial
- Freshdesk Sandbox
- HubSpot Service Hub Free
- Google Workspace: Learn Gmail, Docs, and Sheets shortcuts.
- Excel Basics: Pivot tables, simple formulas, and data cleaning for daily reporting.
Practice:
- Create a mock ticketing workflow in a free CRM.
- Generate a simple weekly report in Sheets.

Week 7: Process Automation

Tools: Zapier + Google Sheets
Focus Areas:
- Automating repetitive admin tasks.
- Building simple workflows (e.g., “log every Instagram inquiry in a Google Sheet”).
Practice:
- Create one live automation for her current workplace.
- Document the process in a short Loom video for portfolio use.

Week 8: Soft Skills & Career Prep

Core Course: Preparing for Your Call Center Role (~3 hours)
Focus Areas:
- Interview prep and confidence building.
- Conflict resolution and presentation basics (self-paced).
Practice:
- Mock interviews focused on STAR-method answers.
- Prepare a one-page “process improvement” proposal for her current employer.

Video Learning Materials

Weeks 1–2: Foundations of Service

Focus: Core customer service principles—listening, empathy, building rapport.

Course Intro: Customer Service Training Videos 1/9

Why it works: Sets a solid foundation on listening skills, customer understanding, and loyalty-building—aligned with the core introduction.

Weeks 3–4: Interactions & Issue Resolution

Focus: Handling challenging conversations, conflict resolution, tone, escalation.

How to Improve Customer Service Skills | Training Course

Why it works: Deepens understanding of not just “what” but how to excel in real-world customer interactions.

Weeks 5–6: Tools & Process (CRM, Excel, Google Workspace)

Focus: Practical exposure to CRM workflows and basic data handling.

Call Center Tools:

Call Center Tips: How to Provide Excellent Customer Service

Why: Offers real-world advice specific to call center environments and system usage.

Excel Skills:

Excel for Beginners ‑ The Complete Course

Why: Comprehensive beginner-friendly guide covering essential functions, formulas, and data structure.

Week 7: Process Automation (Zapier + Google Sheets)

Focus: DIY automations for admin efficiency using Zapier.

A Complete Beginners Guide to Zapier in 2025

Why it works: Up‑to‑date, hands‑on walkthrough of setting up automations—ideal for novices juggling tools like IG, WhatsApp, etc.

Misterethereal0_

Thank you, sir. I will proceed with it immediately.