Customer Service Training for Technical Users

Today’s high-tech environment has enabled companies to conduct business in a faster, more efficient manner while enabling productivity to soar to an all-time high. Technological advances such as wireless computing, online productivity tools, electronic communications and the ability to conduct business from remote or home-based locations have helped drive company growth and profitability. Unfortunately, the increased reliance on technological advances has caused a greater number of technical users to communicate with customers in a more impersonal manner. Customer service issues that should be handled in person or on the telephone are often disposed of via e-mail or online chat rooms. With the ability to change suppliers at the click of a mouse, customers are less willing to suffer through the inability to speak with a “real person.” Ultimately, the insatiable quest towards profitability via technology all too often neglects the human factor. Our Customer Service Training for Technical Users teaches participants to go “back to the basics” by focusing on customer needs and delivering customer satisfaction via personal attention.

Our full-day seminar focuses on modifying the habits of technical users so as to take advantage of the technical advances at their disposal while keeping in mind that the customer they serve has unique needs and desires. Customer Service Training for Technical Users utilizes a series of communication-centered activities that teach customer satisfaction concepts and reinforce relationship building and problem resolution. Easy to use tools and techniques are put to use via four audio taped and four videotaped exercises. Instructor and peer feedback enables participants to understand the consequences of their behavior and to make immediate adjustments to customer service processes. The ability to deliver lasting customer satisfaction is key to any organization’s success. Learning how to use and manage technology, information and customer expectations is critical to ensuring that every interaction with a customer is a positive one.

Seminar Objectives:

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

Greet customers in a friendly and welcoming manner
Ask appropriate questions so as to help fill customer needs
Recognize verbal cues
Understand customer needs and how they affect customer satisfaction
Strengthen relationships with repeat customers
Use customer service skills to upsell products and services
Deal with all exchanges and returns in a customer service-oriented manner
Build rapport with customers
Acknowledge customer concerns
Handle the most demanding customers
Effectively handle complaints and customer satisfaction issues
Be proactive rather than reactive
Gain cooperation from unhappy customers
Work with other retail staff 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.