April 2024 Technical Support and Help Desk Customer Service Training Essentials Course
The April 2024 Technical Support and Help Desk Customer Service Training Essentials course is designed as a short-duration (3-hour) course to provide your technical support/help desk employees with professional customer service skills that will immediately impact your business. Whether it's for new employees, existing employees who are a little stale, or employees who have never had any professional customer service training, this course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone in a technical support/help desk environment. The course goes beyond traditional customer service training clichés such as 'always have a smile in your voice' and 'use the customer's name 2 or 3 times in a call'. Crucially, we don't teach scripts (they don't work!), but we do provide your employees with a proven, reliable structure for customer support phone calls that will enable them to consistently communicate in key moments with energy, empathy, and simplicity. In particular, your employees will learn how to master the start and the finish of any phone call, identify the root cause of the customers' issues or concerns, and how to check in with the customer for understanding, comfort, and resolution throughout. April 2024 Technical Support and Help Desk Customer Service Training Essentials Course Fast Facts
1 x 3-hour training session to fast-track learning and minimize the impact on your business.
Suitable for any employee dealing with customers over the phone in a help desk/technical support role (office/admin, call center, etc.)
Delivered online and live with high engagement (laugh & learn!).
Facilitated live by industry expert Simon Blair, one of Australia's top Customer Service & Tech Support trainers (not someone reading off a PowerPoint deck with no industry skills or experience).
Who is this course suitable for?
The customer service skills we teach for customer support are applicable to all industries, products, and services and are suitable for any employee who speaks to internal or external customers over the phone in a technical support or help desk capacity. Typical roles suitable for this course include: Technical support agents/employees IT Helpdesk staff Call center agents that handle customer support/technical inquiries.
Over a 3-hour online/virtual training session, the April 2024 Technical Support and Help Desk Customer Service Training Essentials course will teach your staff the critical skills for technical support that the most successful customer support employees in the world use to deliver superior customer experiences and efficient first contact resolution. The skills taught align with the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviors required to deliver great customer service over the phone, whether it's in an office, contact center, or working from home. Centered on empathy, discovery, clarity, and energy, your employees will learn to be more confident, efficient, and effective with every customer interaction. The training consists of powerful demonstrations and practice in the essential behaviors across five key modules: 1. The Psychology of Customer Service
This module sets the scene about what your customers (internal employees or external customers) want and need when contacting your business for support. 2. How to Engage
Your employees will learn how to create a strong first impression by showing strong empathy, ownership, and intent and how to effectively manage expectations to build trust and confidence with customers that their technical issues will be resolved. 3. How to Close Any Call
Your employees will learn how to avoid those often awkward, clunky finishes to calls through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell that leaves a positive, lasting impression. 4. Needs Discovery
We'll teach your employees the critical discovery techniques (as used by the FBI) to more effectively identify, check and confirm the root cause of customer issues and what is needed to resolve inquiries in an efficient manner. 5. How to Educate and Inform
Participants will learn how to proactively educate and inform customers with technical instructions, product, service & process information in a manner that maximizes first contact resolution. The key skills and behaviors covered are clarity, Pacing, Pausing, and consistent checks of understanding, comfort, and suitability. Participants will learn (and practice!) a powerful two-step method for dealing with more difficult customers and situations, effectively using the most appropriate language, empathy, and action. They'll also learn how to effectively validate and diffuse emotion to satisfy a customer's emotional and transactional needs. The modules are designed to have an immediate impact
– delivering improved customer service outcomes for your business and providing improved confidence for your employees when interacting with customers over the phone. The April 2024 Technical Support and Help Desk Customer Service Training Essentials course is facilitated by Simon Blair, one of Australia's leading Customer Service Trainers. Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music. He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics. He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a 'cool nerd'.
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