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Customer Service Skills for Techies

Soft skill training for techies to enhance customer services through good communication, empathy, patience, and follow-up.

(CUST-SERV.AA1) / ISBN : 978-1-64459-583-1
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About This Course

Good interpersonal and customer service skills are sought-after in today's technology-driven world. This Customer Service Skills for Techies course has been specially designed for technical or IT professionals in customer-facing roles. It is a comprehensive course that focuses on teaching the essential knowledge and skills for delivering excellent customer experiences. Excel in IT front desk career by learning how to communicate effectively while providing technical assistance to your customers.

Skills You’ll Get

  • Efficiently identify and resolve technical issues 
  • Understanding of incident management for handling and resolving issues
  • Expertise in using technical language and collaboration tools to communicate effectively with customers and colleagues
  • Skilled in utilizing technologies like help desk software, call center systems, and remote access tools 
  • Ability to identify trends, patterns, and areas for improvement in customer service
  • Active listening for customers' concerns and questions
  • Implement effective strategies for handling disagreements and conflict resolution 
  • Manage stress and keep calm in stressful situations 
  • Build strong customer relationships by prioritizing customer satisfaction

Download Course Outline

1

Introduction

  • Why You Should Read This Book?
  • What You Will Learn From This Book?
2

What is Customer Service?

  • Understanding Customer Service Fundamentals
  • Achieving High Customer Satisfaction
  • Strategies for Preventing Dissatisfaction 
  • Summary
3

The Problem-Solving Process

  • What are Incidents and Problems?
  • Solving and Preventing Incidents and Problems
  • Kepner-Tregoe Method
  • Summary
4

Communication Principles and Skills

  • What is Communication and its Types?
  • Key Principles of Effective Communication
  • Interpersonal Communication Skills
  • Nonverbal Communication Skills
  • Electronic Communication Etiquette
  • Summary
5

Understanding Listening Skills and Customer Needs

  • Listening to the Customer
  • Active Listening Techniques for Better Communication
  • Identifying Customer Needs and Expectations
  • Summary
6

Customer Service and Behavior

  • Understanding Customer Behaviour and Behavioral Styles
  • Communication Strategies Across Behavioral Styles
  • Building Stronger Relationships
  • How Do Behaviors Influence Customer Loyalty?
  • Summary
7

Get Customer Feedback

  • Why Feedback is Vitally Important?
  • Providing Feedback Efficiently
  • Act on Complaints in Productive Ways
  • Proactive Ways to Get Feedback
  • Summary
8

Empathy and Emotional Intelligence

  • The Foundations of Emotional Intelligence
  • Cultivating Mature Emotional Intelligence and Conversational Control
  • Fostering Empathy as a Core Component of Emotional Intelligence
  • Mastering Emotional Regulation Techniques
  • Summary
9

Conflict Resolution and How to Disagree

  • Understanding Conflict and its Types
  • Strategies for Effective Conflict Resolution
  • Techniques for Handling Disagreements with Customers
  • Summary
10

Stress Management in Customer Service

  • Understanding and Defining Stress
  • Effective Strategies for Managing Stress
  • Stress Management Techniques for Service Desk Analysts
  • Developing Your Personalized Stress Management Plan
  • Summary
11

Workload Management in Customer Service

  • Understanding Workload Management
  • Prioritizing Customer Requests
  • Managing Workload and Deadlines
  • Improving Efficiency in Customer Service Tasks
  • Summary
12

Service Desk Basics

  • Overview of Service Desk Roles and Responsibilities
  • Service Desk Basics - Computing
  • Service Desk Basics - Data
  • Service Desk Basics - Computers
  • Service Desk Basics - Networks
  • Summary
13

Customer Service via Technology

  • The Role of Technology in Customer Service
  • The Customer Call Center or Help Desk
  • Tapping into Web-Based and Mobile Technologies
  • The Telephone in Customer Service
  • Summary

Any questions?
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Still thinking whether to take this Customer Service Skills for Techies course? Read this section for more information.

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Good customer service skills are crucial for every organization because they directly impact customer satisfaction and loyalty. IT / tech professionals who can communicate effectively, understand customer needs, and resolve issues efficiently build trust and foster positive relationships. This contributes greatly to the company’s reputation and success.

While there are many important skills you’ll be learning with this IT customer service training, some of the most relevant ones include: effective communication, empathy and understanding, problem-solving, patience, product knowledge, time management and positive attitude.

Yes, you’ll be awarded a certificate of completion.

This course can greatly benefit your career by boosting your ability to communicate effectively with customers and colleagues. You'll be better equipped to handle technical issues, build trust, and provide excellent customer service. This will lead to increased job satisfaction and career advancement opportunities. And, you can also explore new opportunities within the tech industry.

After completing this course you can take on roles such as technical support specialist, customer success manager, help desk analyst, product specialist, and more.

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