Our Excellence in Technical Customer Service course is designed for technical support professionals who interact with customers…internal or external…to address technical concerns.
If you provide technical support you understand the challenges you sometimes face when trying to determine the source of the problem your customer is facing. Understanding how to communicate to a customer is just as important as providing the top notch technical support that you provide.
Below you will find a list of topics that we discuss during our one-day Excellence in Technical Customer Service class. The topics include introducing yourself to the customer, determining the customers need and finalizing the solution. We even provide you with tips on how to deliver bad news!
Lesson 1: Meeting the Customer
Be a “People Person”
Represent Your Company
Relate to the Customer
Lesson 2: Diagnosing Issues
Deal with a Customer’s Misrepresentations
Determine the Customer’s Need
Troubleshoot the Customer’s Problem
Lesson 3: Delivering Solutions
Finalize the Solution
Educate the Customer
Deliver Bad News
Achieve Performance Standards
Close the Contact
Here a few comments from former students who have attended this class with us:
“good class, was very engaged throughout. instructor brought high energy and good content to class”
“wouldn’t change anything”
If you would like to refresh your customer services skills, or experience new techniques in a controlled setting, join us at the LRS Education Services Bloomington Education Facility Thursday, December 18, 2014 for the next Excellence in Customer Service Skills…it is guaranteed to run!
Please let me know if I can help you with your enrollment.