Power of Customer Support Department

The Foundation Course by The Customer Support School
Free tutorial
Rating: 3.7 out of 5 (93 ratings)
1,276 students
1hr 28min of on-demand video
English [Auto]

Existing & New Support Employees will learn about the various Career option available in the Customer Support Department right from joining as a Customer Support Agent to the level of Customer Support Manager/Customer Support Director
Employees will learn how they become Voice of the Customer for the Organization
Organization will learn about the Mission & Vision of the Customer Support Department
Employees & Organization will learn the various Stages of Customer Support Department
Employees & Organization will learn how Agent Interactions impacts Customer Lifetime value
Employees will learn the skill set required to make a powerful interaction
Organizations will learn why the Customer Support Department is not a COST center instead it is a VALUE Center and invest in Customer Support Training & technologies to provide an Exceptional & Quality service to their clients


  • Should be able to understand English
  • Should be exited to learn about Customer Support skills


This course is designed in 4 Sections with 21 Lectures.

1. Section: Introduction to Customer Support: In this, you will learn about the Role of Support Center & how Support Center is important and add's value to the Organization:

2. Section: Career in Customer Support: In this, you will learn about the various Roles available in the Customer Support Department

3. Section: Customer Support Maturity Stage: In this, you will learn the various Stage's a Customer Support Center go through in the journey of Support Team setup.

4. Impact of Customer Support Interaction: In this, you will learn how a Customer Support Interaction of Agent can have an impact on the Customer Life Time Value

Who this course is for:

  • New & Existing people who would like to make a career in Support Department
  • Organizations who would like to know why a Customer Support Department is needed
  • New & Existing Support Managers who would like to know various Support Stages
  • New & Existing Customer Support Agent who would like to know how to build a powerful Interaction with the customer


Principal Trainer - The Customer Support School
Govindraj Shetty
  • 4.1 Instructor Rating
  • 106 Reviews
  • 1,292 Students
  • 3 Courses

By profession, I am Govindraj Shetty. I am a Management graduate and a Customer Support Practitioner from Mumbai, India, with 16 years of Customer Support Management experience. With the desire to share this expertise with all Customer Support Professionals across the world, I came across this blog and the Training Organization. I am also a Customer Support Management Author, Speaker, and Trainer. I have educated Customer Support Agents, Managers, and Leaders on how to effectively manage a Customer Support company.

In 2006, I began my career with an International BPO named Stream Global Services, where I worked on a variety of projects including TimeWarner Cable, Dell Computers, TomTom, and Road Runner. I have extensive expertise managing both voice and web client projects. Between 2006 to 2011, I worked as a Call Center Agent before deciding to pursue a career in Customer Support Operations and applying for a Team Manager role, which I was awarded.

After working as a Team Manager operation for 1.5 years, I always wanted to develop a Customer Center Support Department, so I shifted jobs to a Ticket Software firm named Yapsody as a Customer Support Center Manager in charge of the Customer Support department. I'm now working on Customer Support in Yapsody and loving every minute of it. It is the finest organisation I have ever worked for, and I have learnt everything I can in Support.

While working with Yapsody, I discovered the HDI Support Center Manager certification, and since then I have become a certified HDI (Help Desk Institute professional) and a Customer Support practitioner. I have trained over 150 Support Professionals and Managers in HDI Support Center Manager and HDI Technical Support Professional courses. I trained employees from Cognizant's Support Organization and the Ministry of Modernization Program (Kingdom of Saudi Arabia Riyad).

When it comes to hobbies, I enjoy educating employees in the customer service industry.

I've also written three books so far:

1) The Power of the Customer Support Department: This is the foundation book for understanding why the Customer Support Department exists and the many roles and tasks that are expected of it.

2) Frontline Leadership in the Customer Support Department: This book is written specifically for frontline supervisors who oversee frontline staff.

3) Establishing and Managing the Customer Support Department: This book is intended for anybody who leads the Customer Support Department, such as a Head of Support/Director, as well as aspiring managers who want to manage the entire department.

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