This course can be customised to suit the specific needs and challenges of your team members and businsess. We work with ISP’s, MSP’s, software developers and distributors to improve their client interaction at every touch point.
Course Delivery Options
Topics Covered
Understanding the IT customer service ‘experience vs. process’
Telephone, Email & Live Chat Interplay skills
Explaining technical information to non-technical customers
How we manage our customers
Minimising the use of IT industry jargon and phrasing
The need to go above and beyond the expectations of our customers
What IT customers, want, need & expect
Taking ownership of problems
Time management techniques
Professional email techniques
Interpersonal skills with customers
Things we tell customers & things we don’t
Dealing with objections & escalations
Delivering bad news to customers in a professional way
Internal vs. External customers
Communication Skills
Why you lose customers
Exemplary service and how to achieve same
Complaints and why we need them
Staff attitudinal issues
Dealing with price related complaints and comments
Complaint handling and client interaction
Taking ownership of problems
Common auto-response mistakes
Who Should Attend This Course?
This interactive workshop is ideal for (experienced and novice) IT customer service professionals and all staff wanting build on their existing skills and take them to the next level.
It is equally suitable for level 1, level 2, level 3 and team leaders.
Whether your customer service experience has been for just a few months or a few years you will benefit from our proven techniques.
No advance preparation is necessary.
What Will We Learn?
The course is fully interactive and is specifically designed to improve your reflex customer service skills when dealing with customers by Telephone, Email or Face to Face interactions.
We will teach you a variety of skills ensuring you have clearer awareness of your customer service strengths and show you techniques that are consistent with your personality.
During this fascinating workshop you will learn that its not what you say to your customers but how we say it as well.
Learn to manage your customers, reduce call times and work more efficiently using our clever and easy to learn techniques.
