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Consultech Certified Technical Support Professional This two-day certification course focuses on Consultech’s Best Practices for Help Desk and Technical Support Professionals, this high Impact training includes:
The Help Desk and Technical Support professionals provide front line support and represent the entire organization. For this reason, it is important that the professional offers the highest quality customer care with every contact. Consultech incorporates Lecture, Video instruction, role-playing exercises, action plans and considerable group interaction with dynamic instruction, resulting in a powerful and comprehensive learning experience designed to significantly affect behavior. Course Objectives Since the Technical Support professional represents the entire organization, it is essential that the professional understands the mission of a world-class customer support center, knows how to meet the needs of customers, can effectively manage difficult behavior, and consistently communicates professionalism. Certification Steps Consultech’s certification consists of two parts: class attendance and a certification exam. Consultech’s Certified Instructor will review the exam and assist the participant in their preparation for success.
COURSE OUTLINE COMMUNICATIONS FOR THE PROFESSIONALKey Elements of Communication Skills Quest for Excellence Attitude · Communicate formally and informally in business so there is a mutual understanding between the sender and the receiver. · Write clear, concise business communication so that it has a positive and meaningful impact on the reader and achieves the desired result. · Use graphics in business communication so that facts, processes, and summaries are effectively designed to convey visual and textual information. · Use verbal and non-verbal communication appropriately in business so that there are no barriers to mutual understanding in culturally diverse organizations. · Use electronic communication in business so that you observe proper etiquette and ensure professionalism to send and receive messages. Lesson 1: Understanding Business Communication Lesson 2: Communicating in Writing Lesson 3: Communicating with Graphics Lesson 4: Using Verbal and Non-verbal Communication Lesson 5: Communicating Electronically CUSTOMER SERVICE FOR SUPPORT PROFESSIONALS· Recognize the importance of delivering excellent customer service so that you can help to build, maintain, and increase your organization’s customer base. · Focus on the customer so that the individual is motivated to return. · Handle complaints so that customers are satisfied. · Deliver excellent customer service on the telephone so that customers have a positive perception about your organization. · Cope with stress so that you maintain a healthy level of work-related stress. Lesson 1: Understanding Customer Service Lesson 2: Focusing on the Customer Lesson 3: Handling Complaints Lesson 4: Delivering Excellent Customer Service on the Telephone Best Practices for Customer Interactions Total Ownership of Contact Lesson 5: Coping With Stress Gold Standard Customer Service How to See through Your Customer’s Eyes Troubleshooting and Problem Prevention Managing Difficult Customer Behavior Best Practices for Customer Interactions Total Ownership of Contact How to Exceed Customer Expectations TIME MANAGEMENT FOR THE PROFESSIONAL · Articulate your goals. · Analyze how you are currently allocating your most precious resources: energy and time. · Identify elements of your personal work style that contribute to your effective use of time. · Assemble a collection of time-management tools and strategies that you can use to take control of your time. · Create an action plan for your time-management process and identify ways to evaluate and improve your efforts. Lesson 1: Defining Goals Lesson 2: Analyzing Energy Allocation Lesson 3: Identifying Personal Style Lesson 4: Assembling the Toolbox Lesson 5: Creating an Action Plan Framework of a World-class Support Center Best Practices for Documentation Best Practices for Email Certification Exam Preparations |
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Consultech Institute of Technology |
