Excellence in Technical Customer Service

Course Description:
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 this course, you will apply important principles and skills you can use as a technical customer service representative.

Course length: One day

Course Content
Lesson 1: Meeting the Customer
Topic 1A: Be a “People Person”
Topic 1B: Represent Your Company
Topic 1C: Relate to the Customer

Lesson 2: Diagnosing Issues
Topic 2A: Deal with a Customer’s Misrepresentations
Topic 2B: Determine the Customer’s Need
Topic 2C: Troubleshoot the Customer’s Problem

Lesson 3: Delivering Solutions
Topic 3A: Finalize the Solution
Topic 3B: Educate the Customer
Topic 3C: Deliver Bad News
Topic 3D: Achieve Performance Standards
Topic 3E: Close the Contact