Maximising Customer Satisfaction in a Technical Environment

Individuals who work in technical environments are now expected to also be customer service professionals. This course will demonstrate that great customer service can not only improve the level of support you provide for your internal and external customers but also improve your own working life. This facilitated course will give you a greater understanding of the important role that excellent customer service plays in any organisation and how excellent customer service fits into your world. It will offer really practical advice which will enable you to meet the daily challenge of consistently providing excellent customer service. Who will the course benefit? This course is for anyone working in a technical support role. Learning Objectives By the end of the course you will be able to:

identify what good and bad customer service behaviour looks likequickly build rapport with all kinds of customerstake a positive approach to problemsbuild credibility as a trusted expert in your fieldunderstand techniques such as matching, pacing and signalling to control callsuse effective questioning techniques to clarify customer requirements and expectationsportray a positive image of your department and your companydemonstrate the importance of taking responsibility to achieve customer satisfactionidentify your preferred behaviours when communicatinghandle challenging callers calmly and confidentlydemonstrate how you will reassure customers that their needs will be satisfied.