3-hour session will cover hands-on, soft skill improvement for IT Customer Service Interactions. Specific instruction topics will include:
How to Better Serve Today’s Customer:
Participants will take a holistic view of customer service in today’s world. Through individual and group activities, they will analyze their own service attitudes, assess customer styles and learn techniques to improve interactions with the varied types of customers they serve.
Improving Interaction Skills with Customers Snapshot:
Participants will analyze three different ways in which today’s customer service interactions take place. Techniques for interacting in person, over the phone and in written/electronic form will be identified and practiced using specific skills including how to avoid customer service “red flag” phrases.
Service Recovery Snapshot:
Participants will explore the importance of service recovery to a business as well as define their role in that recovery process. They will learn how to manage emotions and utilize specific techniques to successfully problem solve during difficult customer interactions.
Audience: any level IT professional who interacts with internal or external customers.
Classes held at our Indianapolis training facility or can be held privately. Contact us for more details.
Course Description