Excellence in Technical Customer Service
This one-day course is for those who provide customer service in a technical field. It is designed to help you interact with customers in a positive and professional manner. You will learn principles and skills to use as a technical customer service representative, whether you are interacting with customers in person or via remote systems like email or the telephone.
Training at a glance
Level
Foundational
Duration
1 Day
Experience
None
Average Salary
Varies
Labs
No
Level
Beginner
Duration
5 Days
Experience
2 years: IT & Security
Average Salary
$85,270
Labs
Yes
Training Details
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 the Excellence in Technical Customer Service Training course, you will apply important principles and skills you can use as a technical customer service representative.
You will also need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you will learn how to develop skills that will help you interact with customers in a positive and professional manner, as a remote customer service representative.
- Understand why profit is a primary objective of businesses and Support plays a role in contributing to profitability
- Learn how Customer Support can affect customer perceptions about products, brands, and companies
- Gain the skills to achieve a more efficient support organization, which can accomplish more than inefficient groups
- Learn how the ability to provide timely, quality answers to customer issues can be the essence of support’s mission and a primary factor in driving customer satisfaction, retention and relationship growth
- Focus on customers’ top two expectations to save time and reduce stress
- Manage customer expectations by personality style
- Deal with difficult customers
- Respond effectively to specific customer behaviors
Module 1: The Four elements of Technical Support Excellence
- Profit
- Reputation
- Efficiency
- Effectiveness
Module 2: Connecting with Your Customer
- Be a “People Person”
- Represent Your Company
- Relate to the Customer
Module 3: Diagnosing and Addressing Issues
- Deal with a Customer's Misrepresentations
- Determine Your Customer's Need
- Troubleshoot the Customer's Problem
Module 4: Delivering Solutions
- Finalize the Solution
- Educate the Customer
- Deliver Bad News
- Achieve Performance Standards
Module 5: Managing the Customer's Mindset
- Accept a Customer Contact
- Address a Customer's Emotional State
- Address Your Own Emotional State
Module 6: Closing Communications
- Upsell Additional Products
- Conclude Customer Contact
- Follow Up
- Release Stress
There are no prerequisites for this course.
Upcoming Classes
We Offer More Than Just CompTIA Training
Our successful training results keep our corporate and military clients returning. That’s because we provide everything you need to succeed. This is true for all of our courses.
Strategic Planning & Project Management
From Lean Six Sigma to Project Management Institute Project Management Professional, Agile and SCRUM, we offer the best-in-class strategic planning and project management training available. Work closely with our seasoned multi-decade project managers.
IT & Cybersecurity
ATA is the leading OffSec and Hack the Box US training provider, and a CompTIA and EC-Council award-winning training partner. We offer the best offensive and defensive cyber training to keep your team ahead of the technology skills curve.
Leadership & Management
Let us teach your team the high-level traits and micro-level tools & strategies of effective 21st-century leadership. Empower your team to play to each others’ strengths, inspire others and build a culture that values communication, authenticity, and community.
