Customer Service Skills
For the Technical Professional

Donna Earl & Co. offers customized on-site customer contact skills training for tech support. With over 16 years experience consulting, coaching and training, we have provided technical support customer service training for help desk analysts and IT professionals for satisfied clients in the United States and United Kingdom, including Genentech, Printrak International, Veritas, Websense, and others.

This customer service seminar is a skill building workshop specifically designed for technical professionals who deal with customers and users. The methodology of customer service, communication, managing customer frustration, increasing customer receptivity to solutions, helping customers explain the real problem, and efficient listening skills will be taught.

COURSE DESIGN:		On site, two day workshop. The class is a blend of theory, self assessments, learning activities and role plays. A comprehensive workbook is provided.

WHO SHOULD ATTEND:		IT help desk agents, technical support representatives, tech help desk engineers, field engineers, and others who provide technical support to either internal or external customers.

TOPICS COVERED:		Rationale for providing customer service Define customer service for a tech support function Valuing the importance of internal IT help desks Set appropriate customer expectations Gain customer respect and credibility Helping the non-technical customer verbalize issues Efficient and effective listening methods Telephone techniques Dealing successfully with frustrated customers Involve customers in problem resolution Delivering bad news Resolving complaints and complex problems Ensure user respect and satisfaction

BENEFITS:		At conclusion of the course participants will be able to: Set appropriate customer expectations Communicate more effectively with non-tech customer Reduce stress and anxiety level Deal professionally with frustrated customers Explain reasons for no quick fix Reduce miscommunication Help the customers help themselves Prove value to internal customers Establish credibility and user confidence

"I liked the scientific explanation for anger. Having steps to take that correlate with customers' frustration level will be useful."
"I really like the call guides for difficult conversations"

Our article Customer Service Challenges for Tech Support Help Desks is based on some of the material presented in this seminar. For additional information or to book the seminar Customer Service Skills For the Technical Professional, send email to email@DonnaEarlTraining.com or phone 415.929.8110.