IT Customer Service Training

​Customer Service Training for I.T. Staff

Customer Service, Compassion, and Computers: Making Them Work Together to Enhance Customer Relationships

​Version 3.5

Today’s IT professional must master two skill families in order to be successful. The first is technical skills and knowledge. That’s obvious. Without a solid technical understanding, you simply can’t do the job. The second is how to improve customer service. That means developing an ability to understand, get along with, and influence people. Even though our jobs are indeed technical in nature, the human component is always present and it’s often the most challenging part of our jobs. We may have the technical knowledge to help an end-user, but if they’re angry, frustrated, or otherwise upset, it’s our people skills that allow us first to manage the situation successfully. Then we use our technical skills to solve the technical problem. This is where tech support training for customer service improvement can really make a difference.

Not only do our people skills help us in our one-on-one interactions with our end-users, they also help us deal with organizational politics: How we interact with other people, both individually and in groups. By mastering people skills, we can learn to successfully navigate the political landscape in the office to gain credibility with our co-workers, our end-users, and our bosses and, most importantly, gain their support behind our backs.

Tech training is not just about technology training anymore. Whether it’s IT customer service training for your entire IT staff or just IT help desk training, in this one-day seminar we’ll help your staff work to improve customer service skills to deliver outstanding customer service for your end-users.

Learn the art of listening well, from how to greet customers to how to satisfy customers, in this one-day IT customer service training seminar designed especially for technical staff.

“Our work, in IT, is to help our end users work more productively, creatively, and efficiently … and to be kind and respectful while we’re doing it.”

-IT Customer Service Speaker Don Crawley, CSP

Course Objectives

At the end of this technical support training, you’ll be able to understand:

  • The benefits of delivering outstanding customer service
  • The five principles of great IT customer service
  • How to implement the five principles
  • The importance of maintaining a positive, optimistic attitude when dealing with end-users and co-workers
  • How to use “emotional intelligence” to provide better customer service and manage your stress
  • Ways to deal with angry customers (rude or abusive end-users) for positive results
  • The keys to effective communication with end users
  • Know how to say “no” without alienating the end user
  • Identify keys to dealing positively with the stress of the help desk position

​Course Outline

Module One: The Five Principles of Great IT Customer Service

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

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

In the video above, watch author Don R. Crawley, CSP on the five principles of great IT customer service.

Module Two: Practical Emotional Intelligence

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 module, 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

In the video above, watch author Don R. Crawley, CSP on emotional intelligence in the workplace.

Module Three: What to Do When the User Isn’t Right

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. It’s a little known fact that 70% of customer loss is due to perceived indifference. In this session, you’ll learn five valuable techniques for disarming unreasonable or abusive end-users (angry customers).

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

In the video above, watch author Don R. Crawley, CSP on what you can do when the end-user isn’t right and is being difficult.

Module Four: The Art of Listening Well

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

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

In the video above, watch author Don R. Crawley, CSP on the top 10 ways to be a good listener.

Module Five: Making Sure They Know You Care

The most effective way to communicate is face-to-face, because then you have the words, tone-of-voice, and body language. It’s a common misconception that the help desk staffer usually has only words and tone-of-voice as communication tools. In this session, you’ll learn valuable tools for making sure that your helpful attitude comes across, even when you can’t be seen. We’ll also cover the biggest end-user turn-offs, including some innocent but emotionally loaded phrases, words and actions. Simple tools that can make a huge 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

Module Six: Communicating Through Email, Texting, and Instant Messaging

Customer and end-user support takes place in person, on the phone, through email, texting, and instant messaging. Regardless of the communications medium, the objective is always to have satisfied end-users. In this module, you’ll see practical examples of how to make non-traditional communications methods work successfully.

  • Email support examples (good and bad)
  • Commonly misused and abused words
  • Communicating via texting
  • Communicating via instant messaging

In the video above, watch author Don R. Crawley, CSP explain how to communicate successfully using email and other written forms of communication.

Module Seven: How to Say No Without Alienating the End User

Sometimes, 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?

In the video above, watch author Don R. Crawley, CSP demonstrate how to say “no” without alienating the end user.

Module Eight: Stress Management

Let’s face it: End-user desktop support can be one of the most stressful positions in all of IT In this session, you’ll learn practical, down-to-earth techniques for dealing positively with the inevitable stress of a desktop support position.

  • The impact of stress
  • The stress management equation
  • What is in your control and what is not
  • Personal stress activators
  • You can influence the stress outcome
  • The stress management tool

In the video above, learn about stress management for IT pros with Don R. Crawley, DTM, CSP.

​This I.T. Customer Service Training Can be Delivered In-Person at Your Location or Online, On-Demand, at Your Convenience

Course Delivery Options

Online, On-Demand

In-Person, Onsite at Your Location

We come to your location, nearly anywhere in the world, to train your I.T. managers and supervisors with proven leadership principles and techniques. Let us know about your needs and we'll prepare a proposal for you. Use the form below or call us at 1-206-988-5858.