Customer Service Skills For IT & Technical Support

The technical support desk faces special challenges that may differ from other customer service functions. Their customer service skills require much more than a smile or tone of voice.

In dealing with external or internal customers, a lack of solid communication and service skills can create frustration for both the rep and the customer, often impacting the credibility of the support department's effectiveness and customer retention.

This can put the tech support team in an awkward position. The support team has the product knowledge, but some reps may have a problem in the service delivery.  Meaning there can be the perception of inconsistency in knowledge and service delivery. This can drive the caller to “answer shop” which increases the work load and call volume in the tech support center.

These are some of the unique issues facing technical support. Whether dealing with internal or external customers, technical support professionals need a high level of soft skills, including an understanding of how emotional intelligence impacts their ability to communicate technical knowledge. They must use this skill to build trust and credibility during each customer interaction. Our workshop is developed around the unique issues facing the support department and will help to build confidence, credibility and service delivery.

The Workshop Goal:

To identify, develop and improve communication and service delivery skills through understanding the importance of  emotional intelligence and it's impact on overall customer loyalty and building  individual credibility and trust over the telephone, face to face or via social media.  Attendees learn techniques that will help them develop coping and communication stratigies to address upset and stressed customers.

What You Will Learn:

• Introduction to emotional intelligence skills: identifying, leveraging, understanding and managing emotions.
• How to connect emotional expressions and underlying messages to read people more accurately (face to face, over the telephone and via social media.)
• How to enhance your skills during emotional interactions with others to project empathy and build trust and credibility with the customer.
• How to identify actions and vocabulary triggers that escalate emotions.
• How to meet the emotional needs of others through using the right words and phrases.
• How to manage the emotions of others, along with your own.
• Learn how to become an active and reflective listener to ensure a higher level of understanding to enhance problem solving.
• Develop reflective and active questioning skills which reassure the customer you are engaged in their conversation and that you are there to help.
• Learn the four most common communication styles and how to effectively communicate using each for a positive interaction and outcome.
• Understand individual communication styles so you can make adjustments to best handle and address users’ problems.
• Practice stress-reduction techniques to minimize the possibility of anxiety, anger, and becoming desensitized.
• Recognize the components of clearly written email solutions for users, knowledge-base entries for coworkers, and incident reports for your supervisors.
• List workplace features and practices that contribute to or detract from a positive work experience at the help desk.
• Develop a personal action plan for the purpose of implementing positive changes in attitude, productivity, and overall service skills to enhance the customer experience.

Workshop Details

• One day workshop.
• Maximum 25 attendees.
• Audience: this workshop is developed specifically for the support representative, team lead, or manager in the help desk and support environment.

NOTE: Please fill out the following form completely in order to request more information about this workshop.