Overview and objectives

This course is delivered as blended online learning.

This customer service training program is designed specifically for technical support engineers. It combines the best of customer service training with the skills required to present technical information to both technical and non-technical customers. It is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-I certification and by the Computer Technology Industry Association (CompTIA) for their Customer Service Excellence accreditation program. Available in English and Spanish.

Our customer service online learning

Our online customer service courses use an advanced learning process to integrate the three phases of blended learning delivery: online knowledge transfer, instructor-led reinforcement and post-training coaching to improve and sustain performance.

• Online knowledge transfer. Participants complete a series of engaging 15-minute online exercises at their workstation during downtime or scheduled learning breaks. Each module is full of relevant examples, exercises and action plans to help participants absorb and apply their knowledge. This learning format allows for exceptional knowledge transfer without impacting service levels.
• Instructor-led reinforcement. Classroom follow-up sessions provide participants with the opportunity to discuss the learning, review exercises, interact with peers and practice skills. Conduct the training yourself or use a Certified Trainer.
• Post-training coaching and support. Valuable on-the-job exercises help employees put learning into practice while handling live calls. They also have the benefits of job aids and skilled coaching.

What are the course prerequisites?

There are no prerequisites for attending this course.

Course contents

Module 1: Life beyond technology – showing customers you care
Introduction
Tools plus tact: Technical support as customer service
Where they’re coming from: Getting to know your customers
HEART at work: Putting the HEART model into practice
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 2: A way with words – using language to serve the customer
Introduction
The art of spin: Using positive language
Whadja say? Using language the customer can understand
Moving right along: Using transitions to move through the call
This is work? Building rapport
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 3: First impressions – opening the call
Introduction
Hello, hello: Opening the call
Hold on just a minute: Interrupting the caller
Oops! Wrong number: Transferring a call
May I ask you to hold: Putting a caller on hold
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 4: QLC and then some – uncovering customer issues
Introduction
Digging deeper: Questioning to determine customer needs
Listen up! Honing your listening skills
Did I get that right? Confirming your understanding
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 5: Working the evidence – solving customer problems
Introduction
In search of a good cause: Developing a problem statement
Strategy for success: Classifying the problem
It’s not my fault: Handling requests you cannot fulfill
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 6: Putting out fires – cooling down challenging calls
Introduction
Keep your cool, lose your pride: Maintaining your poise with challenging calls
The quick fix or the long haul: Preventing challenges from escalating
The eye of the storm: Dealing with upset customers
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 7: That’s a wrap – closing the call
Introduction
So how am I doing? Confirming satisfaction
Wait, there’s more: Adding value
Wrapping it up! Closing and documenting the call
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans