Microsoft Excellence in Technical Customer Service w/Carol Whitson

Course Specifications

Course number: 088687
Course length: 1.0 day(s)

Course Description

As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative.

Course Objective: You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues.

Target Student: Customer service professionals providing technical support or service, on-site or by way of call center or email.

Prerequisites: Customer Service Skills

Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

• meet the customer.
• diagnose the customer's issue.
• deliver solutions.

Course Content

Lesson 1: Meeting the Customer

Topic 1A: Be a “People Person”

Topic 1B: Represent Your Company

Topic 1C: Relate to the Customer

Lesson 2: Diagnosing Issues

Topic 2A: Deal with a Customer's Misrepresentations

Topic 2B: Determine the Customer's Need

Topic 2C: Troubleshoot the Customer's Problem

Lesson 3: Delivering Solutions

Topic 3A: Finalize the Solution

Topic 3B: Educate the Customer

Topic 3C: Deliver Bad News

Topic 3D: Achieve Performance Standards

Topic 3E: Close the Contact

1 Day: 8:30 – 4:30

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