The Customer Service Secrets of Successful IT Professionals

How to Master IT Customer Service

Customer Service Training—Learn Customer Service Skills

Get your IT teams to work together and get things done, while super-serving your customers. That means lower turnover and higher productivity and profits. Train yourself, your engineers and technicians, and your entire staff to create a culture of compassion and caring for your customers and each other.

Learning Objectives

At the end of this technical support training, you should know:

  • The five principles of great IT customer service
  • How to maintain a positive, optimistic attitude when dealing with end-users and co-workers
  • How to use "emotional intelligence" to provide better customer service and manage your stress
  • Ways to deal with angry customers (rude or abusive end-users) for positive results
  • How to say "no" without alienating the other person

Losing customers is expensive. Losing key employees is also expensive. The best teams focus on service to customers and care for each other.

Course Outline

Section #1: The 5 Principles of IT Customer Service Success

Within most organizations, there are some people who simply "get it". They seem like they were born to provide outstanding customer service. In this section, you'll examine the five principles of people who know how to deliver great IT customer service.

  • Deep Tech Skills
  • Empathy
  • Compassion
  • Listening
  • Respect

Section #2: Practical Emotional Intelligence

Emotional intelligence includes the ability to identify and use emotions (both yours' and those of other people) to produce successful outcomes in your dealings with other people. In this module, you'll learn:

  • How to recognize emotions in yourself
  • How to recognize emotions in others
  • Controlling your own emotions
  • How to influence the emotions of others
  • Two techniques for maintaining your calm state-of-mind

Section #3: What to Do When the User Isn't Right

We've all heard the saying, "The customer is always right." The problem is that they're not always right and sometimes they're just downright rude or even abusive. It's a little known fact that 70% of customer loss is due to perceived indifference. In this session, you'll learn five valuable techniques for disarming unreasonable or abusive end-users (angry customers).

  • How to deal with anger in others
  • How to deal with it when you get angry
  • What users and customers really want
  • A sequence for handling user or customer calls
  • How to respect your customers' and users' time

Section #4: The Art of Listening Well

The objective of listening is to achieve understanding. When we listen to understand, we are better able to truly help our end-user. In this section, you'll learn how to move from "pretend" listening to truly "empathic" listening—listening to understand.

  • The five levels of listening
  • How to achieve empathetic listening
  • Ten keys to being a good listener

Section #5: Making Sure They Know You Care

The most effective way to communicate is face-to-face, because then you have the words, tone-of-voice, and body language. It's a common misconception that the help desk staffer usually has only words and tone-of-voice as communication tools. In this session, you'll learn valuable tools for making sure that your helpful attitude comes across, even when you can't be seen. We'll also cover the biggest end-user turn-offs, including some innocent but emotionally loaded phrases, words and actions. Simple tools that can make a huge difference.

  • The three components of communication
  • How to avoid conversation breakdown
  • Keeping the call positive
  • Why you must remain positive and upbeat
  • Tips and tricks to convey optimism

Section #6: Communicating Through Email, Texting, and Chat

Customer and end-user support takes place in person, on the phone, through email, texting, and chat. Regardless of the communications medium, the objective is always to have satisfied end-users. In this section, you'll see practical examples of how to make non-traditional communications methods work successfully.

  • Email support examples (good and bad)
  • Commonly misused and abused words
  • Communicating via texting
  • Communicating in chat
  • How to avoid common mistakes in written communication

Section #7: How to Say No Without Alienating the End-User

Sometimes, what the end-user wants simply can't be done. When that happens, the skillful IT professional delivers the news in a way that is clear, yet non-offensive. Alternatives, when available, may be offered, but the key lies in finding a way to say no without leaving the end-user feeling neglected or ignored.

  • When to say "no"
  • Considerations before saying "no"
  • Dealing with difficult end-users or customers
  • Why some situations go wrong
  • What happens when we make a mistake?

Section #8: Stress Management for IT Pros

IT jobs can be stressful, even when everything is running fine. Stress levels can go through the roof when a system goes down. In this section, you’ll learn practical, down-to-earth techniques for dealing positively with the inevitable stress of an IT career.

  • The impact of stress
  • How to use the stress management equation to manage your own stress
  • What is in your control and what is not
  • How to identify your personal stress activators
  • How you can influence the stress outcome

For more than 40 years, Don Crawley has worked with technology, from broadcasting to automation systems to data networks. A former IT trainer and consultant, he is the author of eight books for IT professionals including The Compassionate Geek. He’s especially good at helping IT teams work together so they can get things done.

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