Customer Service for Technical Support Professionals
Help Desk Management
Training
Provided by Hawk Associates
Customer Service training isn t just for sales and customer support reps. Effectively handling both internal and external customers is an essential skill for IT professionals. Having good technical skills is only half of what you need; the other half is having the skills to gain customer satisfaction, understanding, and cooperation.
In this course, you will learn methods for effective communication whether you are talking to customers to gather requirements, solve problems, or present solutions. In the IT field the first order of business is resolving technical issues. However, we must recognize the importance of customer service techniques while resolving these issues.
You will learn how to . . .
Properly understand and fulfill customer expectations
Establish rapport and trust with customers so they become your allies, not adversaries
Translate technical jargon for non-technical customers
Recognize cultural differences that may impact customer handling.
In this course, you will learn methods for effective communication whether you are talking to customers to gather requirements, solve problems, or present solutions. In the IT field the first order of business is resolving technical issues. However, we must recognize the importance of customer service techniques while resolving these issues.
You will learn how to . . .
Properly understand and fulfill customer expectations
Establish rapport and trust with customers so they become your allies, not adversaries
Translate technical jargon for non-technical customers
Recognize cultural differences that may impact customer handling.
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Customer Service for Technical Support Professionals
Customer Service for the Hi-Tech Professional
1. Defining Your Customer
Do you really know your customer? Their expectations? Their needs? Most organizations think they do . . . but there are two sides to every story and you need to clearly define the people you deal with on a daily basis both internally and externally. You will learn to:
 Define Special considerations for Hi-Tech Customer Relations
 Listen . . . Not just Hear
 Communicate with Skill
 Handle an Irate Customer
2. Getting the Most Out of the Job You Already Have
Why are understanding and managing one s work expectations important? Expectations have a powerful impact on our thoughts, feelings, and behaviors and play a key role in driving our attitudes, whether spoken or unspoken. Research shows that people who have clearly defined, well-communicated expectations find more satisfaction and success in their work than people whose expectations remain unspoken or unrealized.
This session will help individuals explore ten work expectations that impact today s employment relationships:
1. Structure
2. Diversity
3. Recognition
4. Autonomy
5. Environment
6. Expression
7. Teamwork
8. Stability
9. Balance
10. Career Growth
3. Leading in a Non-Leadership Position
Even if you re not the supervisor or team leader, you can be a leader. Learn ways to:
 Make Work Fun
 Handle Problem People
 Win the Battle Against Negativity
 Resolve Conflicts the Right Way
Who Should Attend: Help Desk Representatives; Customer Relations Representatives; Reservation Agents; Call Center Employees; All Front-Line personnel who deal with customers either over the phone or in person.
1. Defining Your Customer
Do you really know your customer? Their expectations? Their needs? Most organizations think they do . . . but there are two sides to every story and you need to clearly define the people you deal with on a daily basis both internally and externally. You will learn to:
 Define Special considerations for Hi-Tech Customer Relations
 Listen . . . Not just Hear
 Communicate with Skill
 Handle an Irate Customer
2. Getting the Most Out of the Job You Already Have
Why are understanding and managing one s work expectations important? Expectations have a powerful impact on our thoughts, feelings, and behaviors and play a key role in driving our attitudes, whether spoken or unspoken. Research shows that people who have clearly defined, well-communicated expectations find more satisfaction and success in their work than people whose expectations remain unspoken or unrealized.
This session will help individuals explore ten work expectations that impact today s employment relationships:
1. Structure
2. Diversity
3. Recognition
4. Autonomy
5. Environment
6. Expression
7. Teamwork
8. Stability
9. Balance
10. Career Growth
3. Leading in a Non-Leadership Position
Even if you re not the supervisor or team leader, you can be a leader. Learn ways to:
 Make Work Fun
 Handle Problem People
 Win the Battle Against Negativity
 Resolve Conflicts the Right Way
Who Should Attend: Help Desk Representatives; Customer Relations Representatives; Reservation Agents; Call Center Employees; All Front-Line personnel who deal with customers either over the phone or in person.
About The Training Provider: Hawk Associates
Hawk Associates - Hawk Associates offers a broad menu of training programs and workshops that allow employees to not only hone their work-related skills and boost their job performance but also to expand their minds and lift their spirits:
Customer Service training
Communications
Leadership and Supervision
Team Building
Project Management
Time Management
The staff and management of Hawk Associates...
