Overview

The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's support professionals. Customer satisfaction is derived from effective communication as much as from obtaining a technical solution.

This course provides the customer skills necessary to deliver quality services in today's high expectation and complex support environment. Application of the skills and knowledge gained from this program can result is that market-valued distinction which sets individuals and companies apart as the best in the technology support industry. Topics covered include practical skills in effective communication, telephone and online professionalism, questioning techniques, teamwork, and support tools, among others.

Benefits to the Organization:

• Improved customer satisfaction
• Improved morale amongst the professional staff
• Increased employee retention
• Standardized, consistent application of best practices in customer service delivery across the support organization
• Support professionals with a knowledge of proper customer service technique and a clear understanding of what's expected of them in the performance of their support duties.

Who Should Participate

This course is designed for new help desk and technical support professionals who need to provide excellent customer service in addition to technical solutions, and those who are seeking certification. The program is designed to impart soft skills, communication techniques, and strategies for effectively working with all types of customers to solve technical problems over the telephone or via the Internet. Experienced support professionals who have not received the benefits of formal customer service skills training will gain new skills and knowledge for improving their current practices.

Agenda

Module 1: Managing Customer Perceptions

• Explain the important part of support
• Describe how to manage customer expectations
• Describe how to manage customer perceptions
• Describe how to keep the customer in the "Support Zone"

Module 2: Levels of Learning

• Describe each of the four Levels of Learning
• Recognize what a customer sounds like at each Level of Learning
• Describe how to effectively deal with the dynamics of the Levels of Learning
• Describe how to use Levels of Learning to improve customer communication

Module 3: Energy Profiles

• Describe the four energy profiles
• Assess your own energy profile type
• Identify attributes and stressors associated with each energy profile type

Module 4: Listening Effectively

• Identify the three learning styles
• Describe the importance of listening
• Describe the three factors of Selective Listening
• Describe how to get and keep the customer's undivided attention

Module 5: Making Communications Successful

• Describe the "Law of Diminishing Returns" in human communication
• Describe the realities and barriers associated with effective communication
• Identify and use the rules of cross cultural communications
• Provide a response to customer questions that are truthful but not too transparent

Module 6: Communication Methods

• Explain techniques on first impressions, positive telephone communications and customer rapport
• Describe the steps for transfers and placing a customer on hold
• Describe engagement techniques to use to manage talk time
• List the guidelines to follow when leaving a voicemail
• Describe professionalism as it relates to online communication
• Identify the "8 Steps to Responding" to an email
• Explain the importance of online case documentation and its components

Module 7: Information Gathering

• Describe three approaches to Information Gathering
• List four types of questions for maintaining call control
• Provide examples of questions to clarify the customer situations
• Provide examples of questions to overcome assumptions
• Describe the contents of a good problem statement

Module 8: Challenging Customers

• List three negotiating points of reference
• List and describe the phases of negotiation
• Describe the stages of emotion during conflict
• Identify seven types of difficult customers
• List and describe the steps in effectively saying "No" to a customer
• Explain the value of gainng customer feedback including customer complaints

Module 9: Effective Teamwork

• Decribe the concept of synergy
• List teamwork advantages and disadvantages
• Describe how to handle teamwork challenges

Module 10: Personality Productivity

• Organize daily activities into goals, tools and processes
• Write goals in SMART format
• Describe tools available to categorize and track activities
• Follow designated processes to complete daily tasks
• Identify the factors that lead to job burn-out
• Identify the techniques to eliminate stress

Certification

Certification consists of two parts: the course and an online certification exam.  The exam is administered over the Internet, may be taken following the course from the candidate's home or office, and consists of 100 exam questions which must be completed within a single 2-hour sitting.  The exam is pass/fail, and candidates must achieve at least a 75% score in order to obtain certification. If you do not pass the exam on your first attempt, a second administration can be scheduled for a $95 retake fee. You will receive more exam information on site during the class.

Registration Fees

The per student registration fee for classroom presentation of this seminar is $1,395, and includes the seminar, course materials, online pre-exam prep course, certification exam, and continental breakfast and refreshments each day. Class begins at 8:30 a.m. and ends at 5:00 p.m. each day. Please arrive at 8:00 a.m. the first day to sign in. Dress is business casual.  Virtual training consists of three 3-hour live webinars.

For on-site training option, see below.

The per student registration fee for the online option is $599. The course consists of a lecture through streaming video, lecture slides that can be viewed separately for review, exercises consisting of real-world scenarios, a graded assessment for each module, and links to related industry information. Attendees may take the assessments prior to the lecture and slides as a pre-test for each section as well. Upon registration, students are allowed access to the online course for 60 consecutive days and must complete the course within that time.  The online course includes access to online instruction, a workbook, and one exam administration. If you do not pass the exam on your first attempt, a second administration can be scheduled for a $95 retake fee. Network connection or modem, Flash Player, and a sound card are required. A password will be provided for online access to the course. Please wait for this password before attempting to login to the course.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule

Self Study	Online	--------------
Oct 28-30, 2024	12:00 PM-3:00 PM ET	Virtual Classroom
Apr 22-24, 2025	12:00 PM-3:00 PM ET	Virtual Classroom
Oct 14-16, 2025	12:00 PM-3:00 PM ET	Virtual Classroom

In-House Training Option

In-house, private training offers the added benefits of

• Facilitated team interaction
• A confidential environment where customer interactions, team synergies, conflicts, and front-line policies can be openly discussed
• Minimal travel time and costs; and
• Accessibility
• Cost effectiveness  

If your support centers has a number of front-line professionals and team leads, an in-house program can maximize your training investment.  To discuss pricing and instructor availability, contact RCCSP at (708) 246-0320.

Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to six attendees, and a per person fee for each attendee thereafter.  On-site fees are all inclusive:

• Up to 10 participants - $11,995 including:
  • Instructor-led training
  • Course manuals
  • Shipping costs
  • One online certification exam administration for each attendee
  • Instructor's travel & lodging expenses in the continental USA
  • Certificates of completion
  • Certification awards
• Additional participants - $695 each.

Additional travel surcharges apply for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

• An easel with self-stick flip chart paper, and markers
• LCD projection unit and projection screen

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