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IT Customer Service Training

Customer Service Secrets of Successful IT Professionals: How to Master IT Customer Service

Enroll in an online customer service training program that gets your IT teams to work together and get things done, while super-serving your customers. That means lower turnover and higher productivity and profits. Train yourself, your engineers and technicians, your marketing and customer service team, and your entire staff to create a company culture of compassion and caring for your customers and each other.

Course Structure

This training course is designed to be completed in approximately six hours. Individual learning times can vary greatly. Some learners can complete it in as few as three hours, others may take considerably longer. Training content is listed below.

  • 115 Steps in This Course
  • 10 Sections
  • 9 Quizzes
  • 50 Videos
  • 88 Total minutes of video
  • Completion time: 3 to 6 hours, depending on the learner.

Learning Objectives

At the end of this on-demand technical customer support training, you'll be able to:

  • Identify the five principles of IT customer service
  • Know 10 techniques to be a better listener
  • Use emotional intelligence to provide better customer service, improve relationships, and manage your stress
  • Handle customer complaints and angry customers (rude or abusive end-users) for positive results
  • Say no without alienating the other person

Losing customers is expensive. Losing key employees is also expensive. The best teams focus on service to customers and care for each other.

Based on the book The Compassionate Geek.

IT customer service training

Reference

"Every person who works for me MUST go through Don’s online IT Customer Service training course. I win new business because owners are frustrated with other IT companies who: have proven to be undependable, can’t prevent issues; are slow to resolve problems or even show-up, and who have repeatedly proven that they don’t have the right mix of COMPASSIONATE GEEKS and technology to BETTER their business. While my competitors look cheap on paper their true cost is WAY too expensive."

Drayton Mayers, President
TeamLogic IT East Memphis

Enrollment Options

$299 per seat. Group discounts are available.

Course Outline and Sample Lessons

Module #1: The Five Principles of IT Customer Service Success

Within most organizations, there are some people who simply “get it”. They seem like they were born to provide exceptional customer service. In this section, you’ll examine the five principles of people who deliver great IT customer service.

  • Deep Tech Skills
  • Empathy
  • Compassion
  • Listening
  • Respect

This section includes an interactive exercise with other students and the instructor utilizing comments on the lessons.

Module #2: Practical Emotional Intelligence for IT Pros

Emotional intelligence includes the ability to identify and use emotions (both yours and those of other people) to produce successful outcomes in your dealings with other people. In this section, you’ll learn:

  • Emotional maturity
  • Controlling your own emotions
  • How to influence the emotions of others
  • Two techniques for maintaining your calm state-of-mind
  • How to respond appropriately to emotions in others

Watch these two examples, demonstrated by actors, of emotional intelligence. The first is an example of bad EI skills and the second is an example of good EI skills.

Module #3: What to Do When the User Isn’t Right (Dealing with Difficult Customers)

We’ve all heard the saying, “The customer is always right.” The problem is that they’re not always right and sometimes they’re just downright rude or even abusive. 70% of customer loss is due to perceived indifference. In this section, you’ll learn five valuable techniques for disarming unreasonable or abusive end-users (angry customers).

  • Dealing with anger
  • What users and customers really want
  • The secret to cooperative conversations
  • A sequence for handling user or customer calls
  • How to respect your customers’ and users’ time

Module 4: The Fine Art of Listening Well

​The objective of listening is to achieve understanding. When we listen to understand and remember, we are better able to truly help our end-user. In this section, you’ll learn how to move from “pretend” listening to truly “empathic” listening—listening to understand and to build good relationships with customers.

  • The five levels of listening
  • How to achieve empathetic listening
  • How to achieve active listening
  • Ten keys to being a good listener
  • Problematic listening habits

Module 5: Making Sure They Know You Care

IT people really do care about doing a good job and taking care of customers. Often, however, customers and coworkers may not perceive that you care. In this session, you’ll learn critical skills for making sure that your helpful attitude comes across using simple techniques that can make a big difference.

  • The three components of communication
  • How to avoid conversation breakdown
  • Keeping the call positive
  • Why you must remain positive and upbeat
  • Tips and tricks to convey optimism

Watch a Sample Lesson

Watch this video from a lesson on how to handle a customer call. (The lesson also includes a video showing how NOT to handle such calls!)

Module 6: Fundamentals of Business Writing (How IT Pros Can Get Their Message Across)

Written communication is a crucial skill and at the core of today's workplace operations. Clear and efficient writing skills are critically important for career success. In this session, participants will learn 12 rules of email etiquette for effective email communication, how to use chat and texting in the workplace, and when an old-school hand-written note is appropriate. You will also learn rules for persuasive proposals and reports that will actually get read!

The workplace runs on written communication. Most people do it poorly. Effective written communication is easy and highly effective.

In this section, you'll learn:

  • 12 rules for written communication
  • Three powerful techniques to turbocharge your emails
  • How to create a great chat experience for your customer
  • When and when not to use texting
  • A powerful free tool to up your writing game

Module 7: How to Say No Without Alienating the End-User

Sometimes you come to some difficult situations where what the end-user wants simply can’t be done. When that happens, the skillful desktop support staffer delivers the news in a way that is clear, yet non-offensive. Alternatives, when available, may be offered, but the key lies in finding a way to say no without leaving the end-user feeling neglected or ignored.

  • When to say “no”
  • Considerations before saying “no”
  • Dealing with difficult end-users or customers
  • Why some situations go wrong
  • What happens when we make a mistake?

Watch a Sample Lesson

Watch this sample lesson on what to do (or NOT do) when you have to say no to a customer.

Module 8: Stress Management and Self-Care for IT Pros

IT jobs can be stressful, even when everything is running fine. Stress levels can go through the roof when a system goes down. In this section, you’ll learn practical, down-to-earth techniques for dealing positively with the inevitable stress of a desktop support position.

In this section, you'll learn:

  • How to recognize the two types of stress and which of the two can be a problem
  • How to use the stress management equation to manage your stress
  • What is in your control and what is not
  • Personal stress activators that can cause you to feel stress
  • Practical tools for self-care in times of stress

Watch a Sample Lesson

Watch this sample lesson on how to deal with stress at work.

Online Customer Service Training Frequently Asked Questions

What are the delivery options?

This course is delivered in an online, on-demand format.

How long does the online training take to complete?

It varies greatly, depending on the learner. The course is designed to be completed in six hours. It's possible, however, to get through the entire course in about three hours. For learners who are more curious and committed to self-improvement, it could take eight hours or more.

Who should take this training?

This training is appropriate for any individual or group of IT staff members who want or need to improve their customer service skills, including their listening skills, their ability to deal with challenging end-users, their ability to work well with co-workers, and their people skills in general.

Are there any pre-requisites?

We recommend that managers and supervisors prepare their team members for this training by explaining the importance of customer service, that even people who are excellent at customer service can improve, and that this particular training was designed and written by an IT person specifically for IT people.

Online Customer Service Training That Gets Results

Give your IT team the skills they need to serve customers at the highest level. All while improving productivity and creating a culture of compassion.

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