Levi, Ray & Shoup, Inc.
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BSTCS - Excellence in Technical Customer Service

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.

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Prerequisites


Customer Service Skills

Detailed Class Syllabus


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