Customer Service for Technical Support Staff
Course content
This practical two-day workshop is designed specifically for technical support staff and focuses on delivering effective customer service in a technical environment. It develops the skills needed to communicate technical information clearly to both technical and non-technical customers, solve problems collaboratively and manage challenging interactions.
Key topics include:
- Understanding the customer perspective and expectations
- Communicating technical information clearly and appropriately
- Building rapport and using collaborative and persuasive behaviours
- A systematic approach to problem solving
- Improving effectiveness, efficiency and prioritisation
- Managing the communication process across different channels
- Writing clear and effective emails and reports
- Handling technical support calls effectively
- Identifying problems and using effective questioning
- Active listening and paraphrasing to confirm understanding
- Building credibility as a technical problem solver
- Working effectively as part of a support team
- Identifying opportunities for continuous improvement
- Responding constructively to criticism
- Managing difficult situations and avoiding unnecessary escalation
- Developing clear problem statements and action plans
The workshop uses practical exercises and techniques to help participants improve the customer experience while maintaining the effectiveness and professionalism expected of technical support teams.
