The Art of Complex Support

Great tech support starts with great technical skills. But to be truly effective as a support engineer or support analyst requires some finesse in handling customers. The Art of Complex Support workshop provides practical, hands-on techniques to work effectively with customers and 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 two-day 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.

Outline

  • The Support profession
  • Building empathy to create a bond with the customer
  • Building trust to encourage a truly collaborative relationship
  • Setting boundaries when needed
  • Flexing to the customer’s unique work style
  • Centering yourself with proper time management, stress management, and teamwork

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

Looking for a workshop for customer service reps? We have a one-day version of this workshop specifically designed for non-technical teams that interact with technically-savvy customers, The Art of Customer Service.

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