Customer Service for Help Desk Professionals
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 AND PREREQUISITES
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.
Course cost $ 25 is not included in class cost. This course is subjec to a minimum enrollment to run. If the minimum enrollment is not met the class may run as a live instructor led class. For more information, please contact: firstname.lastname@example.org or call 207-775-0244.
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 customersIntroduction Course topics Personal objectivesModule 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/metaphorsModule 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 examplesModule C: Managing appropriate customer expectations Understanding customer expectations Managing and delivering against customer expectations Making sense of words Simplifying the message Clarifying the complicatedModule 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 categoryModule 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 callModule 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 customerModule G: Wrap-up Benefits of customer-centrism Addressing a customer complaint