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Print PageCustomer Service for technical support staff
Description:
This customer service workshop is designed specifically for technical support staff. It combines the key elements of customer service training with the skills required to present technical information to both technical and non-technical customers.
The result is a workshop that recognises the technical nature of the service provided and the importance of the customer service staff`s role as translators and problem solvers when speaking with customers. This workshop will encourage the participants to think creatively about how to improve the customer experience and how their experience and ideas may be incorporated into continuous improvement programme.
- Cost: €595.00
- Duration: 2 days
- Cork Date: Mar 21-22, May 9-10
- Limerick Date: Mar 13-14, May 30-31
- Dublin Date: Feb 15-16, Apr 25-26, Jun 20-21
- This course is also available as a customised client specific course.
Prerequisites:
none
Who should attend? :
Service representatives, technical support staff, utilities support staff and team leaders responsible for managing such staff.
Day 1 :
Technical expertise plus tact :
Using interpersonal skills
Characteristics of an effective support person
What is Quality?
Evaluating the call from the customer’s perspective
What annoys you and are you contributing to the situation?
Characteristics of an effective support person
What is Quality?
Evaluating the call from the customer’s perspective
What annoys you and are you contributing to the situation?
Taking control of communication :
The what ?
Using language the customer can understand
The problem with Ctrl Alt Delete
What are barriers?
How can they be overcome?
Using language the customer can understand
The problem with Ctrl Alt Delete
What are barriers?
How can they be overcome?
Responding to criticism :
Using fogging and negative assertion
The six step SOFTEN technique
The six step SOFTEN technique
The telephone call :
Opening the call
Identifying the problem
Using technical terms and alternative words
Using transitions to move through the call
Identifying the problem
Using technical terms and alternative words
Using transitions to move through the call
Day 2 :
Establishing your credibility as a techie problem solver:
What are the key call drivers?
Working as part of the team
Which piece of the jigsaw are you?
Creating small internal improvements
Creating an action plan
Working as part of the team
Which piece of the jigsaw are you?
Creating small internal improvements
Creating an action plan
Using probing questions to get more information :
Using closed questions to check for understanding
Active listening
Importance of paraphrasing
Active listening
Importance of paraphrasing
Developing a problem statement :
Recurring difficulties
When you can`t fulfil the requests
Staying calm in difficult situations
Avoiding escalations
When you can`t fulfil the requests
Staying calm in difficult situations
Avoiding escalations