IT and Technical Customer Service Training


Brilliant IT and technical Customer Service!

One day training course with option for at-the-desk skills coaching


This variation on the ‘Brilliant Customer Service!’ theme focuses specifically on the needs of IT and technical support staff, particularly those who support or work with internal customers.  The programme was originally designed as a one-day workshop but is increasingly delivered in a two-day format, allowing more time for practical work around communication skills.

Whether delivered as a one- or two-day workshop, the training is very practical and objective. Very clear and specific skills, models and techniques are covered. The focus is on improving things that are already working, not going over old ground. Participants will discuss and plan new approaches to real-life examples taken from their own situations.

Special attention is given to improved interpersonal skills. Participants are encouraged to take part in practical sessions and develop best practice ‘prompt sheets’.

The expert trainers

This course is currently delivered by a team or regional trainers and customer support specialists around the UK. Full details and prices are is available on request.

Get a free quote – click here

Technical Customer Service – Course outline – example only

Technical support
Technical support

All courses personalised free of charge.

1 Introduction

  • Personal objectives – and introducing the ‘Learning diary’
  • The ‘problems into opportunities’ approach
  • Knowing what your customers really want and expect from your company and you personally – the three S’s of success
  • Applying these principles to different types and categories of customer

2  Making every customer feel SPECIAL

  • The main types of IT and technical service offered – where do you rate?
  • The difference that makes a difference – examples of good and bad service situations
  • The seven qualities that make customers feel SPECIAL
    • Speed and time
    • Personal / personalise
    • Expectations – manage and exceed
    • Competence / courtesy
    • Information
    • Attitude
    • Long-term relationship and follow-through
  • Applying the SPECIAL qualities to your job
  • Qualities of IT and technical customer service superstars
  • Practical exercises

3  Professional communication skills

  • Gaining rapport and connecting with customers – and how to adapt for different regions
  • How to quickly ‘tune in’ to different types of customers, so that you can serve them more easily and effective;y
  • Understanding body language and non-verbal communication
  • Specific gestures and phrases that put customers at ease
  • Using the right form of communication – telephone, email and face-to-face
  • Best practice summary

4  Customer drawing-out skills and needs analysis

  • Different types of question and how to ask more effective questions
  • Active listening and drawing-out skills
  • Leading with examples and high-impact questions
  • Creating clarity and confidence through summarising and restating

5  Dealing with customer dissatisfaction

  • The reasons customers complain – and what to do first when they do
  • Why complaints are GREAT FUN! – a proven method of dealing with these situations
  • Ways to calm angry customers (and handle verbal attacks)
  • How to react when you’ve let a customer down because you have missed and expectation or promise

6 Managing ‘difficult’ customer situations

  • Conflict management: a five step approach to gaining customer confidence, taking control of the situation and moving to constructive solutions
  • Escalation – when and how to escalate difficult situations
  • When it is fine to defend, explain or justify – and when it is not
  • What to do when you don’t have an answer the customer wants to hear

7 Customer problem solving skills

  • Using creative thinking and problem-solving methods to resolve issues quickly
  • How to use proper preparation to ward off excessive or unreasonable demands
  • Managing customer expectation and exceed it by using ‘prompt sheets’, other aids and internal processes
  • Five ‘listening loops’ – what they are and how they can prevent disgruntled customers
  • How to ensure effective follow-up to problems and complaints
  • How best to review and measure customer satisfaction and take your service to the next level – personalised customer service

8 Managing internal response

  • Improve your influencing skills when gaining information from and support from internal support providers
  • How to master the skills of ‘horizontal delegation’
  • Follow-through and ensuring your requests stay high priority

9 How to stay cool under pressure

  • How to get off the ‘good customers/bad customers’ roller coaster
  • Tips to revitalise your spirits, even on a bad day
  • How to turn your encounters with difficult customers into an ‘inner game’ that is challenging, firm and productive

10 Managing customer priorities effectively

  • Techniques and attitudes to cope more effectively with high workloads, conflicting priorities and client expectations
  • To plan effectively in a reactive and short-term focused environment
  • How to use key assertive techniques to manage expectations – in other words, how to say no, nicely!
  • Maximise personal productively through improved prioritising, scheduling and delegating
  • How best to agree realistic deadlines and priorities with others

11 Pulling it all together

  • Qualities of IT and technical customer service superstars
  • Summary of key learning points
  • Action plans
  • Learning diary

  Brilliant (IT and technical) Customer Service

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