“Learn lots of great skills and techniques to deliver excellent customer service for IT, engineering, and technical support professionals.”

This half-day training course will help to delight all your customers - internal and external – using the telephone, email, or face-to-face.  

• Learn the specific skills needed to deliver excellent service on the telephone,  face-to-face, and online.
• Apply the SPECIAL model to your user and customer support issues.
• The right way to make a great first impression and make people feel important.
• How to quickly ‘tune in’ to customers' requirements and exceed their expectations.
• Use a template of best practices for tickets, call-outs, calls, and common inquiries.
• Use effective questioning techniques and listening skills to gather information quickly.
• Greater professionalism, ownership, and accountability of service and customer issues.
• How to best use online chat, reply to reviews, and respond to messages.
• The keys to effective writing and responding to customer emails.
• Stay positive and deal with difficult customers.
• Proven ways to manage customer expectations to increase overall satisfaction.

This course will be delivered by an experienced trainer with real expertise and knowledge of the subject. The course will be informal, engaging, and include many practical activities.