Maximising Customer Satisfaction in a Technical Environment

Overview

This facilitated course will give you a greater understanding of the important role that excellent customer service plays in any organisation and how excellent customer service fits into your world. It will offer really practical advice which will enable you to meet the daily challenge of consistently providing excellent customer service.

Individuals who work in technical environments are now expected to also be customer service professionals. This course will demonstrate that great customer service can not only improve the level of support you provide for your internal and external customers but also improve your own working life.

Objectives

At the end of this course you will be able to:

  • identify what good and bad customer service behaviour looks like
  • quickly build rapport with all kinds of customers
  • take a positive approach to problems
  • build credibility as a trusted expert in your field
  • understand techniques such as matching, pacing and signalling to control calls
  • use effective questioning techniques to clarify customer requirements and expectations
  • portray a positive image of your department and your company
  • demonstrate the importance of taking responsibility to achieve customer satisfaction
  • identify your preferred behaviours when communicating
  • handle challenging callers calmly and confidently
  • demonstrate how you will reassure customers that their needs will be satisfied.

Audience

This course is for anyone working in a technical support role.

Syllabus

  • Understand what constitutes excellent customer service and experiences.
  • What makes excellent service face to face and over the telephone.
  • Structuring a conversation with a customer.
  • Understanding and using different levels of communication.
  • Projecting a positive, take action attitude.
  • How to use language and positive reframing.
  • How to handle conflict or emotional upset.
  • Practice in active listening.
  • Practice in effective questioning techniques.
  • Practice in recognising Parent/Adult/Child dynamics on a call - Transactional Analysis.
  • Matching language - advanced rapport building.
  • Steps for dealing with challenging calls.
  • When and how to say enough.
  • Top telephone tips and techniques.

Training provider

Teaching mode: Classroom - Instructor Led
Duration: 2 days
Gooroo has partnered with the global leaders in IT training to give you access to quality training, personalised to you, targeted at increasing your job opportunities and salary.

Our pricing

We do not display pricing as Gooroo members qualify for special discounts not available elsewhere. You must enquire through Gooroo to get this benefit.

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Top skills covered in this course

Customer service
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This skill has an average salary of
US$56,534
and is mentioned in
15.58%
of job ads.
Technical support
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This skill has an average salary of
US$72,005
and is mentioned in
2.81%
of job ads.
Analysis
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This skill has an average salary of
US$79,312
and is mentioned in
20.47%
of job ads.