Managing Customers

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 Managing Customers 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.


  • 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.

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, Successful Customer Service.

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