Course Description
As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In the Excellence in Technical Customer Service Training course, you will apply important principles and skills you can use as a technical customer service representative.
You will also need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you will learn how to develop skills that will help you interact with customers in a positive and professional manner, as a remote customer service representative.
Objectives
In the Excellence in Technical Customer Service Training course, you will:
· Understand why profit is a primary objective of businesses and Support plays a role in contributing to profitability.
· Learn how Customer Support can affect customer perceptions about products, brands, and companies.
· Gain the skills to achieve a more efficient support organization, which can accomplish more than inefficient groups.
· Learn how the ability to provide timely, quality answers to customer issues can be the essence of support’s mission and a primary factor in driving customer satisfaction, retention and relationship growth.
· Focus on customers’ top two expectations to save time and reduce stress
Manage customer expectations by personality style
· Deal with difficult customers
· Respond effectively to specific customer behaviors
Agenda
The Four elements of Technical Support Excellence
· Profit
· Reputation
· Efficiency
· Effectiveness
Connecting with Your Customer
· Be a “People Person”
· Represent Your Company
· Relate to the Customer
Diagnosing and Addressing Issues
· Deal with a Customer's Misrepresentations
· Determine Your Customer's Need
· Troubleshoot the Customer's Problem
Delivering Solutions
· Finalize the Solution
· Educate the Customer
· Deliver Bad News
· Achieve Performance Standards
Managing the Customer's Mindset
· Accept a Customer Contact
· Address a Customer's Emotional State
· Address Your Own Emotional State
Closing Communications
· Upsell Additional Products
· Conclude Customer Contact
· Follow Up
· Release Stress