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Assessing Customer Behavior Training Class |
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Assessing Customer Behavior Training Seminar
In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in how to identify customer behavior, and explains effective techniques that help make the experience a positive one for both the customer and the TSA handling the call.
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Price |
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$74.95
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Agenda |
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Recognizing Customer Behavior Types
- recognize the value of identifying various types of technical support customer behavior.
- distinguish examples of aggressive and non-aggressive behavior types.
- distinguish examples of challenging customer behavior in technical support situations.
- relate characteristics of difficult technical support customers to technical support call examples.
- match interactive modes to technical support call examples.
Dealing with Customers
- recognize the benefits of knowing how to deal with different customers in technical support situations.
- associate examples of call handling techniques with the skills they support.
- apply essential call handling skills to a given technical support situation.
- identify examples of the essential skills for handling technical support calls.
- select examples of listening skills for handling technical support calls.
- determine which of the questioning and listening skills are appropriate in a given technical support situation.
- match the strategies to the appropriate example of call handling techniques for dealing with aggressive technical support customers making technical support inquiries.
- apply the best method of dealing with aggressive technical support customers in a given scenario.
- match the customer type to the appropriate example of call handling techniques for dealing with non-aggressive technical support customers.
- apply the best method of dealing with non-aggressive technical support customers in a given scenario.
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Audience |
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Technical Support Agents seeking to acquire new skills or improve the skills they already possess so that they are more in line with the function of the modern contact center
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