Course curriculum

  • 1

    The HONEY Comb Method Continued

    • New and Nifty Solutions
  • 2

    Your Resources

    • Introduction & Learning Objectives

    • Refresher: Using Zendesk & Slack as Resources

    • Account Administration in Active Admin

    • Researching Solutions in the Help Centre

    • Billing Management in Recurly

    • Leveraging Confluence, the Unbounce Intranet

    • Activity 1

    • Recap

    • Activity 2
  • 3

    Presenting Solutions

    • Introduction & Learning Objectives

    • Using Positive Language

    • Delivering an answer with confidence

    • Providing clear instructions

    • Providing multiple solutions

    • Activity

    • Recap
  • 4

    How to Escalate

    • Introduction & Learning Objectives

    • Who can we escalate tickets to?

    • How do we escalate to specific teams?

    • How can I effectively communicate the escalation to a customer?

    • What steps should we take when escalating a ticket?

    • Activity 1

    • Activity 2

    • Recap
  • 5

    Daily Reflection

    • Reflection