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Course Specifications

Course length: 1 Day

Cost: $200.00

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 Objective:

You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues.

Target Student:

Customer service professionals providing technical support or service, on-site or by way of call center or email.

Prerequisites:

Customer Service Skills

Delivery Method:

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Performance-Based Objectives:

Upon successful completion of this course, students will be able to:

• Meet the customer.
• Diagnose the customer's issues.
• Deliver solutions.

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