Customer Service Training for IT Technicians

In today’s high-tech world, one would be hard-pressed to find a business that does not rely on computing and networking to manage day-to-day operations. The proliferation of low-cost desktop and laptop computers, cost-effective networking solutions and other advances such as wireless computing have caused IT Technicians to become extremely valuable in every organization. When networks are down or key business services are disrupted due to a crashed server or a virus, IT Technicians must often deal with flared tempers, accelerated deadlines and insistent calls to restore service so as to keep an organization from being out of commission. Technicians must rely on not only their technical acumen but the ability to deal with colleagues and customers who often don’t understand the technology they use and can’t grasp the complexity of bringing services back online. Our Customer Service Training for IT Technicians is focused on providing individuals who handle customer support, desktop support, network/server management and other IT-related duties with the customer service skills to ensure internal and external customer satisfaction.

Customer Service Training for IT Technicians enables participants to learn essential customer service skills and concepts in an exercise-driven yet fast-paced environment. The program is centered on the particular situations that IT Technicians must face on a daily basis. The program’s foundation is built upon a unique behavioral instrument that enables participants to understand their personal communication style and how to recognize the communication styles of their customers. Attention is paid to the ability to understand how modifications in individual actions can affect customer behavior in a positive or negative manner. A series of eight roleplays is used to put skills to use while receive constructive feedback from peers and a senior level instructor. Additional exercises such as group discussions, question and answer sessions and an analysis of current participant situations enable participants to truly absorb the concepts taught in the class. Once these concepts are learned and put into place on a daily basis, IT Technicians will be able to deliver their valuable services while ensuring customer satisfaction with both internal and external customers.

Seminar Objectives:

Participants in the customer service skills training seminar will learn to:

Address technical issues in a customer service oriented manner
Ask appropriate questions so to uncover issues and provide recommendations
Recognize verbal cues and stress factors
Understand customer needs and how they affect customer satisfaction
Strengthen relationships with internal and external customers
Educate customers on product usage and company policy related to technology
Build rapport with customers
Acknowledge customer concerns
Handle pressure when meeting the most demanding service level agreements
Effectively handle complaints and customer satisfaction issues
Be proactive rather than reactive
Gain cooperation from unhappy customers
Work with other technicians to deliver superior customer service

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.