Course Length: 1 day

Course Description

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.

Course Objective: You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues.

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

Prerequisites: Customer Service Skills

Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

 

See Dates for this class

 

Performance-Based Objectives

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

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

 

Course Content

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