Excellence in Technical Customer Service (1 Day)

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 this course, you will apply important principles and skills you can use as a technical customer service representative.

Who is this course for?

Customer service professionals providing technical support or service, on-site or by way of call center or email.

Pre-requisites

• Customer Service Skills

Objectives

Upon successful completion of this course, students will be able to:

• meet the customer.
• diagnose the customer’s issue.
• deliver solutions.

Course contents

Lesson 1: Meeting the Customer

• Topic 1A: Be a “People Person”
• Topic 1B: Represent Your Company
• Topic 1C: Relate to the Customer

Lesson 2: Diagnosing Issues

• Topic 2A: Deal with a Customer’s Misrepresentations
• Topic 2B: Determine the Customer’s Need
• Topic 2C: Troubleshoot the Customer’s Problem

Lesson 3: Delivering Solutions

• Topic 3A: Finalize the Solution
• Topic 3B: Educate the Customer
• Topic 3C: Deliver Bad News
• Topic 3D: Achieve Performance Standards
• Topic 3E: Close the Contact