Think about a positive experience you had in a retail store, bank, etc. at some point recently. If you can think of one, it is highly likely that at the root of that experience was the person helping you.
In a user centric business-like Voice, IT, Physical Security or Print/Copier support this is no different. Most of the interactions your customers have with your company start and end with front-line support (aka Technicians). Technicians play an important role in an MTSP's ability to exceed customer expectations and keep customers happy.
In this 4-week class, TAG will teach you skills and tactics around the 4 categories of Exceeding Customer Expectations in setting technical support and service teams on the path towards mastering exceptional support of the user; where every experience with the user is one where they come away feeling truly helped and cared about.
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Session 1:
Mindset – Empathetically Prepare and Visualize the Customer Journey Through Resolution
In order to provide great customer service, putting yourself in the shoes of the end user is key. Starting with "treating others the way they want to be treated" is the first step in the mindset for a support technician.
Tuesday, May 30th – 1pm PST
Session 2:
Communication – Identify The Optimal Way to Interact with the End User That Reduces Frustration and Confusion
With more tools at our disposal than ever before, honing our communication skills in a way that creates seamless interaction to get the problem solved while exceeding customer expectations is a necessity to curate customer loyalty and passion about their solution provider.
Thursday, June 8th – 1pm PST
Session 3:
Competence – Hone the Resolution Skills and Maximize Your Talents to Get the Result You Want More Efficiently
All the mindset and communication skills in the world can fall flat if the support technician cannot resolve the end user's issue permanently. Looking through minimizing end user impact and completely resolution from the first call will make the most of the end user's time.
Tuesday, June 13th – 1pm PST
Session 4:
Technique – Supercharge Your Support by Understanding and Leveraging Various Service Techniques Based On Customer Behaviors and Needs
Now that you have the right mindset combined with expert communication skills, these techniques will create supercharged support that really sets your customer experience apart from your competitors.
Tuesday, June 20th – 1pm PST
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