The Customer Service Secrets of Successful IT Professionals: How to Master IT Customer Service
Get 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, and your entire staff to create a culture of compassion and caring for your customers and each other.
At the end of this technical 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 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.
Course Outline and Sample Lessons
Section #1: 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 section, you’ll examine the five principles of people who deliver great IT customer service.
- Deep Tech Skills
This section includes an interactive exercise with other students and the instructor utilizing comments on the lessons.
Section #2: 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 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.
Section #3: 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. 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
Section Four: The 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.
- 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
Section Five: 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 valuable tools for making sure that your helpful attitude comes across using simple techniqus 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!)
Section 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 section, 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
- The danger of grammandoes
- Communicating via texting
- Communicating via instant messaging
Watch a Sample Lesson
Watch this sample lesson on how to communicate effectively using email.
Section 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?
Watch a Sample Lesson
Watch this sample lesson on what to do (or NOT do) when you have to say no to a customer.
Section Eight: Stress Management
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 dealing with your stress
Watch a Sample Lesson
Watch this sample lesson on how to deal with stress at work.
Frequently Asked Questions
What are the delivery options?
How long is the instructor-led training?
This course lasts six instructional hours. We recommend dividing it into four 90-minute sections, spread across two days. We're certainly willing to consider other configurations.
How long does the online training take to complete?
It varies greatly, depending on the learner. It's possible 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.
This course is designed to be completed in approximately six hours. Individual learner times can vary greatly. Some learners can complete it in as few as three hours, others may take considerably longer.
- 115 Steps in This Course
- 10 Sections
- 9 Quizzes
- 50 Videos
- 88 Total minutes of video