A ten-week certificate course in inbound phone, chat, and ticket support: the vocabulary, the call structure, empathy and de-escalation under real pressure, and the documentation habits that actually protect you and the customer.
Start: November 16, 2026 · 11 AM WAT (Nigeria).
Fee: ₦200,000 for this track, or two ₦100,000 installments with the balance due three weeks later.
Format: Ten weeks: eight of lessons, assignments and one live class a week, then two practicum weeks of timed shifts on the track's job simulator. Your track’s live-session day and time are confirmed at enrolment.
Inbound support vs. outbound sales, the AHT/FCR/CSAT/SLA vocabulary, the full anatomy of a call, real empathy and de-escalation, and Zendesk-style ticket documentation.
Going deep on phone, live chat, and ticket support individually: multi-chat handling, written tone without a voice to carry warmth, and asynchronous research discipline.
Billing disputes, refund pushback, and the honest-apology skill of acknowledging an experience without asserting a cause you haven't confirmed.
E-commerce, subscription and SaaS, telecom, and the extra care regulated industries like healthcare billing and insurance require.
Genuinely abusive callers, when and how to set a boundary or hand off to a supervisor, and protecting your own composure over a full shift.
Real Zendesk/Freshdesk workflow: tags as pattern detection, macros, SLA timers, and reading a QA dashboard the way a supervisor does.
Sustaining a realistic shift's interaction volume across all three channels at once, with the remote-work discipline that comes with it.
Written exam, three graded mock interactions across phone and chat, and a practical ticket-documentation task: pass all three to certify.
Three timed shifts on Harborline Desk, a fictional support company. Items arrive the way they do in a real shift; every action is graded against the rules of the job.
Three more shifts including a downtime drill, a peer review of another student's work, and a tutor-marked final. Passing needs zero critical errors.
Plan for a computer, headset, reliable internet, a quiet practice space, and time for assignments. Review the student handbook for assessment, access, and policy details before payment.
Issued by SchoolRegistry Academy when the track’s assessment requirements are met. It is not third-party accreditation and does not promise job placement.
Questions: hello@schoolregistry.ng
Use Print → Save as PDF for a PDF copy. Course guide · September 2026.