IT Customer Service Training Seminar

As a member of an IT customer service team – whether your customer service base is internal or external – you face unique customer service demands. Any normal customer service provider has to be able to deal with volatile customer attitudes and be able to communicate effectively in spite of the limits of telephone interactions. However, the IT customer service provider must also address highly technical subjects with customers who often have a very poor background in the subject matter being discussed. In addition, customer problems are often the result of corporate legacy systems that are not always in synch with the demands of rapidly developing technologies.

You understand local bus architecture and wireless router technology; it is working with people that is the big challenge. The bottom line is that your company needs you to hit a home run every time the phone rings. Our one-day IT Customer Service Training Seminar can help you develop the listening and communication skills to serve your customers in an effective and professional manner. Drawing on a variety of training techniques, including small group interaction, role-plays and taped coaching sessions, we help you hone your customer service abilities with lots of real life practice. You will also learn about the behavior styles of different personality types – including yours – so you can quickly respond to the perceived needs of each of your customers.

Seminar Objectives:

Your customer service staff will learn to:

• Develop active listening skills to better understand customer needs and concerns.
• Become more aware of, and avoid, IT image stereotypes and issues such as process versus solution, credibility costs, time, outside consultants’ effectiveness and inside consultants’ perceived weakness.
• Understand how to handle complaints in ways that create improved, lasting relationships with their customers.
• Recognize and respond to needs of individuals with varying behavioral styles.
• Deal effectively with the doubts, misunderstandings, and complaints of internal customers.
• Develop sincere empathy with customers, and find ways to create value-adding options for them in ways they perceive to be valuable.
• Create effective solutions for customers that reinforce long-term relationships.
• Build a team concept with your workgroup.

On-Site Customer Service Training: can be tailored to the needs of client organization and delivered on-site at time and location of client choice.

For more information and pricing, please complete this form and we will email you a confidential Annotated Outline that will provide you with an hour by hour description of this training seminar.