Excellence in Technical Customer Service

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.

The Four elements of Technical Support Excellence

• Profit
• Reputation
• Efficiency
• Effectiveness

Connecting with Your Customer

• Be a People Person
• Represent Your Company
• Relate to the Customer

Diagnosing and Addressing Issues

• Deal with a Customer's Misrepresentations
• Determine Your Customer's Need
• Troubleshoot the Customer's Problem

Delivering Solutions

• Finalize the Solution
• Educate the Customer
• Deliver Bad News
• Achieve Performance Standards

Managing the Customer's Mindset

• Accept a Customer Contact
• Address a Customer's Emotional State
• Address Your Own Emotional State

Closing Communications

• Upsell Additional Products
• Conclude Customer Contact
• Follow Up
• Release Stress

Service desk agents, tech support representatives, service desk engineers, field engineers, and anyone who provides technical support to internal or external customers.