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Business Skills Training Overview
As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative.
Courses Objecties:
You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues.
Prerequisites
Customer Service Skills
Target Student;
Customer service professionals providing technical support or service, on-site or by way of call center or email.
Hardware Requirements
- Pentium 90 MHz or higher processor, or Macintosh PowerPC.
- Screen resolution of 800 x 600 set to 256 colors.
Software Requirements
- Windows® 95, 98, 2000, ME, NT 4.0, XP® Home Edition, or XP® Professional.
- Microsoft® Office PowerPoint® 2000 or higher.
- Microsoft® Internet Explorer® 5.0x, 5.5, 6.0; or Netscape Navigator® (excluding 6.0 and 6.1).
- Adobe® Acrobat Reader® 6.0 or higher; Apple® QuickTime® 5.0 or higher; Macromedia® Flash® Player 9.0 or Macromedia® Shockwave® 10.0 or higher.
- Turn off pop-up blocking. (Windows XP with Service Pack 2 Internet Explorer users only.)
Delivery Method:
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
Performance-Based Objectives:
Upon successful completion of this course, students will be able to:
- meet the customer.
- diagnose the customer's issue.
- deliver solutions.
Course duration
1.0 Day(s)
Business Skills Training outline
Lesson 1: Meeting the Customer
- Topic 1A: Be a “People Person”
- Topic 1B: Represent Your Company
- Topic 1C: Relate to the Customer
Lesson 2: Diagnosing Issues
- Topic 2A: Deal with a Customer's Misrepresentations
- Topic 2B: Determine the Customer's Need
- Topic 2C: Troubleshoot the Customer's Problem
Lesson 3: Delivering Solutions
- Topic 3A: Finalize the Solution
- Topic 3B: Educate the Customer
- Topic 3C: Deliver Bad News
- Topic 3D: Achieve Performance Standards
- Topic 3E: Close the Contact
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