Technical Support Skills

Technical Support Skills Workshop

Great tech support starts with great technical skills. But to be truly effective as a support rep or a support engineer requires some finesse in handling customers. The Tech Support Skills workshop is a practical, hands-on approach to confirming and enhancing your ability to relate to customers. It includes many opportunities to practice difficult situations in a safe, supporting environment. And it’s also a great venue for sharing and learning from “war stories”.

The workshop uses small-group techniques, multiple role plays, and individualized post-training action plans to ensure that the training is not only fun and informative, but leads to long-term behavior changes.

Topics covered include

· The Support profession

· Listening skills

· Magic words: good and bad

· Effective communications via phone and email

· The Support Loop (an intuitive and powerful tool to understand customer service)

· Getting the customer to cooperate

· Saying no

· Taking control of the case resolution process

· Customer styles: what they are and how to flex to them

· The customer is not always right: how to handle the difficult ones

· Teamwork

· Managing escalations

· Time management

· Stress management

We customize each delivery to suit your exact needs. For more information or to schedule a session, please contact us.

Back to Training