Leadership Training: 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.
Leadership Development
Excellence in Technical Customer Service
Course Overview
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.
Course Objectives
- 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
Course Outline
- 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
Prerequisites
There are no prerequisites for this course.
Related training topics
Justify your training
Use this sample request letter — copy it into an email to your manager and personalize the bracketed details to make the case for the time and budget.
Sample training request letter
Subject: Request for Leadership & Professional Development training from Applied Technology Academy
[Decision Maker Name],
I'm writing to request time and budget approval to complete Applied Technology Academy's course, Leadership Training: Excellence in Technical Customer Service. The information below outlines how this training benefits our organization, the tasks I'll be able to perform after completing it, and relevant cost and funding details.
Course Description
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. Applied Technology Academy is an award-winning, SBA-certified woman-owned training provider (est. 2008) whose instructors are active practitioners; the course is hands-on with virtual labs and a learn-by-doing methodology.
Course Objectives
Once I've completed the course, I'll be able to:
- 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
Expected Organizational Benefits
After completing this course, I will be better equipped to apply these skills directly to our projects, reduce our reliance on outside expertise, strengthen our team's capabilities, and share what I learn with colleagues.
Expected Cost & Funding
Course fee: [request an itemized quote at the link below]. Applied Technology Academy supports multiple funding paths that may reduce or cover this cost: GSA MAS purchasing and government purchase orders, military credentialing funding (Army CA, AF COOL, CG COOL), VA GI Bill and VR&E, ATA Flexible Spending, and student financing. Private team cohorts are available if colleagues should attend with me.
Conclusion
This training provides practical, hands-on experience I can apply immediately to strengthen our work in leadership & professional development. Additional course information is available at https://appliedtechnologyacademy.com/leadership-development-training/leadership-training-excellence-in-technical-customer-service/.
Thank you for your consideration,
[Your Name]
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