Course Description As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative. Course Objective: You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues. Target Student: Customer service professionals providing technical support or service, on-site or by way of call center or email. Performance-Based Objectives Upon successful completion of this course, students will be able to:
Course Content Lesson 1: Meeting the Customer Topic 1A: Be a “People Person” Topic 1B: Represent Your Company Topic 1C: Relate to the Customer Lesson 2: Diagnosing Issues Topic 2A: Deal with a Customer's Misrepresentations Topic 2B: Determine the Customer's Need Topic 2C: Troubleshoot the Customer's Problem Lesson 3: Delivering Solutions Topic 3A: Finalize the Solution Topic 3B: Educate the Customer Topic 3C: Deliver Bad News Topic 3D: Achieve Performance Standards Topic 3E: Close the Contact |
| Everything about business comes down to PEOPLE. Where in business can we escape the impact of human care, human creativity, human commitment, human frustration, and human despair? There is no reason for anything in business to exist if it does not serve the needs of people. -Bruce Cryer, Re-Engineering the Human System |
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