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
Audience
Service desk agents, tech support representatives, service desk engineers, field engineers, and anyone who provides technical support to internal or external customers.