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
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