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 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.
This class is designed for 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. It is also suitable for experienced support professionals who have not received the benefit of customer service skills training as they will gain new skills and reinforce their current best practices.
Creating Loyal Customers
Channels of Communication
Adapting to the Customer
Managing the Customer
Delivery and Duration
This course is available as a public or closed class. The workshop duration is two days taught in a classroom environment or as four half-day sessions online. See our calendar for the public class schedule.
To request a course brochure, please complete our Contact Us form.
Click here for public class dates.