Three Day Course

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.

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

• Meet the customer.
• Diagnose the customer's issue.
• Deliver solutions.

Prerequsites

This class is designed for customer service professionals providing technical support or service, on-site or by way of call center or email.

Course Content

Meeting the Customer

• Be a “People Person”
• Represent Your Company
• Relate to the Customer

Diagnosing Issues

• Deal with a Customer's Misrepresentations
• Determine the Customer's Need
• Troubleshoot the Customer's Problem

Delivering Solutions

• Finalize the Solution
• Educate the Customer
• Deliver Bad News
• Achieve Performance Standards
• Close the Contact

For more information on Acumen Classes
Please contact Deb Wagnon 314.333.3330
or This e-mail address is being protected from spambots. You need JavaScript enabled to view it

1750 South Brentwood Blvd.
Suite 200
Saint Louis, MO 63119