Objective:
The understanding you'll acquire from this seminar will shift your
perspective about your customers. You will learn new techniques that
convert your complaining customers or clients into cooperative
colleagues.
You will also learn how to explain, soothe, satisfy and negotiate. You
will practice expressing your ideas, concerns and solutions for the
workplace in ways that are understood, embraced and even cheered!
About this class:
Technical expertise is only one skill set required in business today.
The other skill set is interpersonal skills. You need to communicate
well with a range of supervisors, end-users on the front-line and in the
executive suite, as well as other internal and external clients. Working
with customers is not simply acquiescing to these many constituents;
it's about understanding their true needs. Your goal is to contribute to
the company's bottom line success, satisfy customers, and juggle the
resources of your department. It's a communication-balancing act. You
can deliver your technical expertise with efficient, effective methods
and language that enable you to earn respect and get results.
Who Should Attend:
Technical support professionals who want a
fresh approach to dealing with and managing Customer Expectations should
attend this program. Participants will improve their skills in
communicating and negotiating with users of technology products.
Participation through discussion and scenario role-play exercises, the
concepts will become clear and useable at your center.
Topics
Understanding Technical Support
-
Why Technical Support
is Different
-
Technology products
-
Software
-
Infrastructure-based
Services
-
Why technology support
requires a double skill set
Causes of Customer Disappointment
-
Quality & Value Issues
-
Systems Issues
-
People Issues
-
User Satisfaction
Statistics
-
Is the “Customer
Always Right?”
Service Recovery
-
Service Recovery
Issues
-
Service Recovery
Process
-
Six Tips To Recover A
Dissatisfied User
-
When to be honest with
the User
-
Five Tips for
Exceeding User Expectations
How To Get users to take advantage of:
-
ACD’s, IVR & Self-Help
-
On-line Messaging
-
Support Forums & User
Communities
-
User created tickets
-
Service Updates
Negotiating With The Tough Technology Customer
-
Maintaining Control of
the Conversation
-
How to Get the User to
Talk.
-
How to Get the User to
Listen.
-
How to Ask questions
that Elicit Customer Confidence.
-
How To Deliver Bad
News
-
Absolute Technical
Support Taboos
-
The Five Most
Difficult User Types And Tips to Handle Them
Tailor Your Style to the User Type & Customer Type
-
Reduce Anger due to
misunderstanding
-
Increase user
confidence in your ability to solve the problem.
-
Relationship Vs Task
Orientation
-
Slow Vs Fast Paced
Orientation
-
Monitor The message
behind the words
-
Inappropriate
Conversation
Technology Support’s Role in the Customer
Relationship Process
-
When to Focus on Being
Helpful
-
When to rely to
“Company Policy”
-
When to Focus on “just
the facts”
-
Is it ever OK to bend
the rules?
-
The Role of the
Supervisor
How to Handle Service Challenges When:
-
You Don’t Know The
Answer
-
You Have To Say No
-
Technology lets you
down.
-
The user has
unreasonable Expectations
-
The user is skeptical
or angry
-
The user refuses to
give you information you need
-
You must say “We’re
Sorry”
Managing Technical Support Job Stress
-
How to Keep it
strictly Professional - It’s Just Business!
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