Excellence in Technical Customer Service
Course Specifications
Course number: 088687
Software:
Course length: 1.0 day(s)
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.
Hardware Requirements
- Pentium 90 MHz or higher processor, or Macintosh PowerPC.
- Screen resolution of 800 x 600 set to 256 colors.
Platform Requirements
Software Requirements
- Windows® 95, 98, 2000, ME, NT 4.0, XP® Home Edition,
or XP® Professional.
- Microsoft® Office PowerPoint® 2000 or higher.
- Microsoft® Internet Explorer® 5.0x, 5.5, 6.0; or Netscape
Navigator® (excluding 6.0 and 6.1).
- Adobe® Acrobat Reader® 6.0 or higher; Apple® QuickTime®
5.0 or higher; Macromedia® Flash® Player 9.0 or Macromedia® Shockwave®
10.0 or higher.
- Turn off pop-up blocking. (Windows XP with Service Pack 2
Internet Explorer users only.)
Performance-Based Objectives
Upon successful completion of this course, students will be able to:
- meet the customer.
- diagnose the customer's issue.
- 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