Support Professional

Overview

The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today’s support professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Support Professional course addresses this challenge.

This two-day course provides the customer skills necessary to deliver quality services in today’s high expectation and complex support environment. This program can provide the distinction that sets individuals and companies apart as the best in the technology support industry. The Support Professional course teaches practical skills in effective communication; professionalism on the telephone and email; questioning techniques; adapting to the customer; dealing with seven types of difficult customer; maintaining credibility and effective teamwork.

Who Should Attend

Support professionals who want to provide exceptional customer support. The program teaches soft skills techniques and strategies to effectively work with all types of customers while solving technical problems over the telephone or via the Internet.

Experienced support professionals who have not received benefit of customer service skills training will gain new skills and reinforce their current practices.

Benefits

  • Improved Customer Satisfaction
  • Improved Participant Morale
  • Increased Staff Retention
  • Standard Customer Service Skills Program for the Organisation

More information

To request a course brochure, please complete our Contact Us form.

255 Comments

  1. Hongxiang Gao says:

    When play video in the course, I would suggest to add subtitle on the video, so that the trainee of non-English people can understand.

  2. Kehua Xu says:

    Thanks for training, before training I thought language may be challenging for me. Thank Steven who uses very simple, easy understandable way to deliver the training.

  3. Phil Mullan says:

    Most worthwhile short training course I’ve ever been on.Highly relevant to my role and learnt so much.

  4. Dave Prinsloo says:

    Enjoyable – Good pace

  5. Dai Davies says:

    The class was given with fluency and flair. Very interesting.

  6. Rasmus Pederson says:

    Well structured course, prepared presenters. Useful exercises, well dispersed across time.

  7. Mark Field says:

    Lots of energy and holding class well

  8. Charlie Davis says:

    Well presented, engaging, useful for new position

  9. Sean Dunphy says:

    Isabelle was a fantastic instructor 🙂

  10. Fernando Tucci says:

    Excellent Instructor!

  11. Claudio Ferrara says:

    Great Teacher! I wish her all the best.

  12. Artur Silva says:

    Excellent course

  13. Chas Marway says:

    Would have been good to go through some of the gathering information techniques .i.e.mind maps that was mentioned.Undertsandng& recognising different cultures & hoe to deal with them/work with themto get the best outcome.

  14. Pilar Garcia says:

    Very good presentation and class atmosphere, which made the course very enjoyable. Perhaps I would have preferred more breaks and shorter, but other than that, excellent.

  15. Andrew Skellon says:

    Makes me think more about follow up

  16. Kam singh says:

    Great course, instructor reinforced concepts with real life, practical scenarios. Maybe out of scope – would have liekd guidance, best practice on prioritising case load etc

  17. Kay Kehinde says:

    Excellent class management by the presenters.Time between modules were accuratley managed. Combination of course material & students helped in the subject matter.

  18. Luke Williams says:

    Very informative

  19. Iain Gilfeather says:

    Some of the off-the-cuff anecdotes from the trainers were more helpful than the course material. I appreciate these practical examples. I also appreciated times where the trainers sought to find out my personal experience and offer specific advice.

  20. Claire Oliver says:

    Very interesting & looking forward to applying new knowledge. Would be nice to have individual prices(so if someone wanted to pay for&do training as personal development they can afford it)

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