Customer Service Training for IT Staff

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. Check Availability On-Demand Training

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

Don R. Crawley, Author of The Compassionate Geek

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 an award-winning IT customer service speaker and 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 for customers and your team.

Get Compassionate Geek IT Customer Service On-Demand Training for Your Team

Give your IT team the skills they need to serve customers at the highest level. All while improving productivity and creating a culture of compassion.

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