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Excellence in Technical Customer Service
Code:
Excel Tech Svc
Duration:
1 Day
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$695
USD
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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.
This course is available in the following formats:
Duration: 1 Day
| Call 800-798-3901 to enroll in this class! |
- 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 supports 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
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
Service desk agents, tech support representatives, service desk engineers, field engineers, and anyone who provides technical support to internal or external customers.