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Technical Support and Help-Desk Skills

Brilliant Customer Service
Course summary
2 days
199 GBP excl. VAT
English
Nationwide
Next available date: Enquire for more information - United Kingdom
Company-Specific / In-House

Course description

Technical Support and Help-Desk Skills

The focus of this engaging two-day training workshop and eLearning course is to develop practical and proven ways of improving customer service and support standards.

This includes:

  1. Improved communication skills by phone, face to face and email
  2. Greater consistency professionalism, ownership and accountability
  3. Managing expectations for improved customer satisfaction

Overview

The course is interactive, fast-paced and highly participative, using the latest learning techniques to help capture and keep everyone’s one’s attention throughout the day! It will use examples taken from learner’s own experience and their customer situations, making every learning point relevant and practical. Plus, the course contains many up-to- date case-studies.

All learners will complete a written action-plan of the most important ideas, skills, ideas and learning points from the day. This can be used for effective follow-through after the training.

Who will benefit?

All staff who work directly with customers all support those that do. Suitable for internal and external customer support.

Suitability - Who should attend?

Pre Course Questionnaire and E Learning

All customer service and sale staff, technical and financial professionals, managers and directors

Training Course Content

Key learning objectives include


  1. How to use the specific skills, mindset and behaviours required to deliver excellent service.
  2. Be able to apply the SPECIAL model so you can easily meet and exceed customer expectations.
  3. Tools to better manage customer expectations so you can deliver more than you promise, every time and all the time.
  4. Practice using proven customer communication skills to shorten calls and improve customer experience.
  5. Be able to apply advanced questioning techniques to solve customer problems faster and more effectively.
  6. Handle customer dissatisfaction with confidence by learning to respond and stay focused in a really positive way.
  7. How to personalise calls, emails and your solutions based on customer preferences.
  8. Understand how to recognise and adapt to different customer types.

Expenses

Price from 199 GBP per person.

About provider

Brilliant Customer Service

Customer service, support and consultative selling skills training and coaching

We specialise in providing a range of proven training courses delivered by a team of expert consultants and facilitators. There are a core of main courses available in a range of formats, including one day and half day in-house workshops...


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