Excellence in Technical Customer Service

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Course Description
As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative.
Course Objective: You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues.
Target Student: Customer service professionals providing technical support or service, on-site or by way of call center or email.
Prerequisites: Customer Service Skills
Performance-Based Objectives
Upon successful completion of this course, students will be able to:
•meet the customer.
•diagnose the customer's issue.
•deliver solutions.

Course Content
Lesson 1: Meeting the Customer
Topic 1A: Be a “People Person”
Topic 1B: Represent Your Company
Topic 1C: Relate to the Customer
Lesson 2: Diagnosing Issues
Topic 2A: Deal with a Customer's Misrepresentations
Topic 2B: Determine the Customer's Need
Topic 2C: Troubleshoot the Customer's Problem
Lesson 3: Delivering Solutions
Topic 3A: Finalize the Solution
Topic 3B: Educate the Customer
Topic 3C: Deliver Bad News
Topic 3D: Achieve Performance Standards
Topic 3E: Close the Contact