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.

405 Comments

  1. Cintia Costa says:

    The lessons were amazing. Jules is friendly competent and very professional. I have learned a lot. Thank you !!!

  2. Stephen Williams says:

    All was good in terms of presenter and class material – i think more time should be scheduled for online courses, perhaps into 5 days

  3. János Makai says:

    This is my 7th year in support, at the 3rd company. I was an Onsite support specialist+ Hands&Eyes support, now I’m a Corporate application engineer , so I always done customer facing jobs. This class should have been the first step I have ever done in my work history. It would helped me how to talk with the customers and keep them satisfied, handle stress much more effectively than I have ever did. Plus now I have a complete guide (Handbook) where I can go back to whenever I need any guidance.

  4. Purushotham Reddy Patthi says:

    It was wonderful session and had great time with the instructor. Virtual Classes are always depends on Network connections, technical problems so we also experienced the common virtual class issues.

  5. Sunil Patil says:

    Steve is a very good instructor and kept us busy for all 4 sessions even when this was first time he did training using MS Teams. He explained things well and provided feedback on the questions asked. I look forward to implement things I learned in class.

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