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Information Technology
Excellence in Technical Customer Service
What You'll Learn
Upon successful completion of this course, students will be able to:
- meet the customer.
- diagnose the customer's issue.
- deliver solutions.
Description
In this course, students practice skills and apply principles for providing face-to-face customer service to customers with technical issues.
Who Should Attend
Customer service professionals providing technical support or service, on-site or by way of call center or email.
Course Overview
In this course, students practice skills and apply principles for providing face-to-face customer service to customers with technical issues.
Course Prerequisites
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Course Agenda
3 Title
Course Agenda
1
Meeting the Customer
Be a - People Person
Represent Your Company
Relate to the Customer
Represent Your Company
Relate to the Customer
2
Diagnosing Issues
Deal with a Customers Misrepresentations
Determine the Customers Need
Troubleshoot the Customers Problem
Determine the Customers Need
Troubleshoot the Customers Problem
3
Delivering Solutions
Finalize the Solution
Educate the Customer
Deliver Bad News
Achieve Performance Standards
Close the Contact
Educate the Customer
Deliver Bad News
Achieve Performance Standards
Close the Contact