VTEC Training
Course Code: 5697
Customer Service for Help Desk Professionals
VTEC Training
Portland,
ME
Class Dates:
1/1/0001
Length:
1/2 Days
Cost:
$175.00
Class Time:
Technology:
Business
Delivery:
Instructor-Led Training, Virtual Instructor-Led Training
Overview
- Course Overview
- As a customer service help desk professional, you need to interact with customers to address their technical issues, concerns, challenges and problems. In order to best service these customers, the Customer Service for Help Desk Professionals course will help develop interpersonal skills that will enable you to do so in a professional manner. Your technical expertise will no doubt be useful; however, having additional "people" skills will enable you to appropriately interact and serve the customer.
- Audience
- In this workshop, you will be able to apply practical skills and principles to over-the-phone customer service for customers experiencing technical issues.
This workshop helps candidates understand and learn the skills and techniques to achieve successful customer interaction.
Prerequisites
Course Details
- Upon the successful completion of this course, candidates can expect to gain knowledge and understanding in the following areas:
- About customer service, its contexts, and its ramifications
- Identifying and improving communication style
- Managing appropriate customer expectations
- Opening the call
- Keeping customers informed throughout the process
- Special circumstances-dealing with angry and impatient customers
- Introduction
- Course topics
- Personal objectives
- Module A: Customer service overview
- Understanding customer service
- Your customer, your attitude
- Understanding attitude
- Understanding your customer
- The customer's perspective
- Poor customer service
- Accountability and responsibility
- What signals are you sending?
- Relating to the non-technical customer
- Using analogies/metaphors
- Module B: Identifying and improving your communication style
- About communication
- It's how you say it
- Identifying communication styles
- Active listening
- Seven reasons for active listening
- Blocks to listening
- Becoming a better listener
- Empathy and interactions with customers
- Generating empathy
- Using empathy statements: Summary and examples
- Module C: Managing appropriate customer expectations
- Understanding customer expectations
- Managing and delivering against customer expectations
- Making sense of words
- Simplifying the message
- Clarifying the complicated
- Module D: Opening the call
- Setting the proper tone
- Seven steps to a successful call
- Paraphrasing
- Using questions to diagnose technical issues
- Troubleshooting
- Troubleshooting questions by category
- Module E: Keeping customers informed
- Understanding the importance of keeping customers informed
- Having a "plan of attack"
- Using positive language
- Delivering solutions diplomatically
- Creative problem solving
- Delivering bad news
- Closing the call
- Module F: Special circumstances-dealing with angry and impatient customers
- Dealing with a difficult situation
- Responding to a difficult customer
- Dealing with anger/impatience
- Managing the out-of-control customer
- Module G: Wrap-up
- Benefits of customer-centrism
- Addressing a customer complaint