| Name | Description |
| Customer Service for technical support staff |
This customer service workshop is designed specifically for technical support staff. It combines the key elements of customer service training with the skills required to present technical information to both technical and non-technical customers. The result is a workshop that recognises the technical nature of the service provided and the importance of the customer service staff`s role as translators and problem solvers when speaking with customers. This workshop will encourage the participants to think creatively about how to improve the customer experience and how their experience and ideas may be incorporated into continuous improvement programme. |
| Providing Technical Support |
In most organisations employees have little patience when technology breaks down or when the IT professional explains that the proposed action is not possible. In responding to their clients the support professional needs to develop a new mindset - a skill set to add to their existing technical skills. These new skills such as communicating, managing expectations, and empathizing are increasingly important for IT roles which are business facing. This workshop does not present a set of soft skills designed to help the team to be nice on the telephone or answer within four rings. It will present the core skills that are essential to achieve the hard results and deliver responsive technical support. |
| Communications and Customer Service Excellence |
The training is designed to provide the participants with the competences required to become a Customer Service Representative. The ability to communicate effectively and manage the customer expectations is a crucial part of your role as the contact point for your organisation. This workshop will cover the main ways that customers interact with customer service representatives, including face to face, email and telephone communication |
| Professional Telephone Techniques |
Projecting a positive view of the organisation is the responsibility of all employees. The role of those who communicate using the telephone is especially important, as they are often the voice or virtual face of the organisation. However, in many organisations employees do not receive any training or guidance in how to use the telephone as a business tool. Many managers spend a great deal of time wondering how to attract and retain customers. The potential of telephone communication is often overlooked as a brand builder and an area to improve productivity waiting to be fully utilised. |
| How Customer Service Leads to Competitive Advantage |
This workshop will give managers , supervisors and team leaders the techniques, skills and confidence to initiate steps to create the environment and culture to deliver improved customer experiences. It will encourage the participants to champion the customer experience within their teams and in the wider organisation. |
| Managing the Customer Service Experience |
For many organisations the traditional service performance levels are not sufficient to ensure customer loyalty. The customer experience has become the battle ground for competitive advantage. While many managers focus on internal metrics the customer's perspective may be neglected. This well intentioned but fragmented or disorganised approach may create a breakdown between the organisational strategy and the operational reality experienced by the customer.
This course is not a traditional customer care course. It is designed to help managers to discover the root causes of gaps in customer service delivery and identify which areas can be improved by individuals, which by the organisation and which require further consideration outside a training programme. |