A short video course on what good customer support looks like, from the core competencies of a support rep to a three-stage case framework and managing your time against service levels. It suits new support staff and small business owners who handle customer questions themselves.
A university short course on how consumers and business buyers behave, and how to use that understanding to build more valuable customer relationships. It helps small business owners and marketers see service from the customer's side.
Objectives
Describe the key competencies of an exceptional customer support representative
Use issue discovery, troubleshooting and consultation to work a support case
Manage your time against service level agreements
Track support metrics to lift productivity and customer satisfaction
Explain the essential concepts of consumer and business buying behaviour
Describe how business-to-business marketing differs from consumer marketing
Improve the value of customer relationships
Things to know
The page says 5 lessons but lists only 4 titles, one of which is a feedback survey
No certificate or badge is mentioned on the course page; HubSpot's formal certifications are separate courses
Examples reference HubSpot's own support approach, though the skills are not tied to HubSpot software
No last-updated date is shown
Framed through marketing and buyer behaviour rather than frontline service techniques
Content last updated November 2020
Rating is based on only 14 learner ratings
Level 2 (intermediate) OpenLearn course; no digital badge, statement of participation only
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