Catalog · Function-based · B9
Customer Success and Support
Covers frontline service, technical support and subscription customer success. Includes call simulation and de-escalation practice.
16 Capability Courses · 5 Foundation · 11 Intermediate
Capability Courses in this group
| Code | Capability Course | Level |
|---|---|---|
| FN-CSS-101 | Customer Service Excellence Fundamentals | Foundation |
| FN-CSS-102 | Voice and Chat Support Skills | Foundation |
| FN-CSS-103 | Handling Difficult Customers and De-escalation | Foundation |
| FN-CSS-104 | Customer Onboarding and Adoption | Intermediate |
| FN-CSS-105 | Customer Success Planning and Business Reviews | Intermediate |
| FN-CSS-106 | Renewals, Retention and Churn Prevention | Intermediate |
| FN-CSS-107 | Service Recovery and Complaint Resolution | Foundation |
| FN-CSS-108 | Customer Experience Journey Mapping | Intermediate |
| FN-CSS-109 | Net Promoter Score and Voice of Customer Programs | Intermediate |
| FN-CSS-110 | Knowledge Base and Self Service Design | Intermediate |
| FN-CSS-111 | Contact Center Metrics and Quality Monitoring | Intermediate |
| FN-CSS-112 | Omnichannel Support Operations | Intermediate |
| FN-CSS-113 | Technical Support Troubleshooting Discipline | Foundation |
| FN-CSS-114 | Escalation Management for Support Teams | Intermediate |
| FN-CSS-115 | Customer Advocacy and Reference Programs | Intermediate |
| FN-CSS-116 | AI Chatbots and Assisted Service | Intermediate |
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See Customer Success and Support mapped to your organization.
A short walkthrough of these Capability Courses, the platform, and your deployment options.