How to Master IT Customer Service (HD101A)


Description

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 eight-section online training, you and your staff will learn how 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 self-paced, on-demand IT customer service training designed especially for technical staff.

Content
  • Section 1 THE 5 PRINCIPLES OF IT CUSTOMER SERVICE SUCCESS
  • 01-01 How to Use this Course sample
  • 01-02 Intro to Compassionate Geek IT Customer Service Training sample
  • 01-03 It's Not a Technical Problem
  • 01-04 WIIFM (What's In It For Me?) sample
  • 01-05 Activity: What's In It For You?
  • 01-06 Customer Service Heroes and Villains
  • 01-07 Activity: Heroes and Villains Survey
  • 01-08 Activity Results: Heroes and Villains
  • 01-09 Technical Skills or Customer Service Skills?
  • 01-10 Introducing the 5 Principles of IT Customer Service Success
  • 01-11 3 Roadblocks that Stand in Your Way
  • 01-12 The Competence/Charisma Four Quadrant Model sample
  • 01-13 How to Implement Principle #1: Deep Technical Competence
  • 01-14 How to Implement Principle #2: Compassion
  • 01-15 How to Implement Principle #3: Empathy
  • 01-16 How to Implement Principle #4: Listening
  • 01-17 How to Implement Principle #5: Respect
  • 01-18 Who Are Your Customers?
  • 01-19 Who Are the Stakeholders?
  • 01-20 3 Important Points
  • 01-21 The Paradoxical Commandments
  • 01-22 Section 1 Summary and Closing
  • Section 2 Practical Emotional Intelligence
  • 02-01 Section 2 Intro to Emotional Intelligence
  • 02-02 What is Emotional Intelligence? sample
  • 02-03 Emotional Intelligence Bad Example sample
  • 02-04 Follow Up to the Bad Emotional Intelligence Example sample
  • 02-05 Emotional Intelligence Good Example sample
  • 02-06 Follow Up to the Good Emotional Intelligence Example sample
  • 02-07 How to Recognize Emotions in Other People
  • 02-08 How to Recognize Emotions in Yourself
  • 02-09 How to Manage Your Own Emotions
  • 02-10 How to Influence the Emotions of Others
  • 02-11 The Amygdala
  • 02-12 Emotional Labor
  • 02-13 The Social Brain
  • 02-14 How to Maintain Your Calm Demeanor in Emotionally-Charged Situations
  • 02-15 5 Steps to Managing Your Emotions
  • 02-16 Emotional Intelligence Summary
  • 02-17 Section 2 Summary and Closing
  • SECTION 3 WHAT TO DO WHEN THE CUSTOMER IS NOT RIGHT
  • 03-01 Section 3 Welcome and Opening
  • 03-02 Avoiding Death by Watercooler
  • 03-03 The Gricean Maxims
  • 03-04 What is the Customer Angry About?
  • 03-05 Dealing with Anger
  • 03-06 How Responsive Are You?
  • 03-07 What Users and Customers Really Want
  • 03-08 The Problem with "Not My Problem" sample
  • 03-09 Terms of Non-Endearment
  • 03-10 Flow for Handling Customer Calls
  • 03-11 Flow for Handling Customer Calls Example
  • 03-12 Dealing with Difficult Customers
  • 03-13 When You Make a Mistake sample
  • 03-14 Be Careful About the Use of Jargon
  • 03-15 An Example of How Jargon Sounds to a Customer
  • 03-16 Section 3 Summary and Closing
  • SECTION 4 THE ART OF LISTENING WELL
  • 04-01 Section 4 Welcome and Opening
  • 04-02 The 5 Levels of Listening
  • 04-03 How to Achieve Empathetic Listening
  • 04-04 Top 10 Ways To Be A Better Listener
  • 04-05 Section 4 Summary and Closing
  • Section 5 Making Sure They Know You Care
  • 05-01 Section 5 Welcome and Opening
  • 05-02 How to Show You Care sample
  • 05-03 8 Ways to Show You Care
  • 05-04 The Three Components of Communication
  • 05-05 8 Golden Rules for Customer Service
  • 05-06 Comparing Customer Calls, Part 1
  • 05-07 Comparing Customer Calls, Part 2
  • 05-08 Comparing Customer Calls, Part 3
  • 05-09 Comparing Customer Calls, Part 4
  • 05-10 Comparing Customer Calls, Part 5
  • 05-11 Strictly Business, Part 1
  • 05-12 Strictly Business, Part 2
  • 05-13 Section 5 Summary and Closing
  • Section 6 Communicating Through Email, Texting, and Instant Messaging
  • 06-01 Section 6 Welcome and Opening
  • 06-02 Communicating Through Email sample
  • 06-03 Bad Email Support Example
  • 06-04 Good Email Support Example
  • 06-05 Commonly Misused and Abused Words
  • 06-06 Communicating via Texting
  • 06-07 Communicating via Chat
  • 06-08 Section 6 Summary and Closing
  • Section 7 How to Say No Without Alienating the Customer
  • 07-01 Section 7 Welcome and Opening
  • 07-02 How Not to Say No: An Important Lesson Learned
  • 07-03 When to Say “No”
  • 07-04 Considerations Before Saying “No”
  • 07-05 Offer your Explanation When Saying "No"
  • 07-06 Be Proactive When Saying "No"
  • 07-07 Avoiding the Word “No”
  • 07-08 Dealing with Difficult End-Users or Customers
  • 07-09 Why Some Situations go Wrong sample
  • 07-10 Section 7 Summary and Closing
  • Section 8 Stress Management for IT Professionals
  • 08-01 Section 8 Welcome and Opening
  • 08-02 Types of Stress
  • 08-03 The Senness Stress Management Equation
  • 08-04 Personal Stress Activators
  • 08-05 Personal Stress Management Tool
  • 08-06 Personal Beliefs
  • 08-07 Personal Behaviors
  • 08-08 Stress Warning Signals
  • 08-09 The Serenity Prayer
  • 08-10 Dealing with Stress sample
  • 08-11 Check Your Posture
  • 08-12 Watch Your Diet
  • 08-13 Section 8 Summary and Closing
  • 08-14 Reading Recommendations
  • 08-15 Online Resources
  • 08-16 Final Exam
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: 3 years