When does class start/end?
Class hours may vary, please reach out to contact@ascendientlearning.com if you have any questions.
Excellence in Technical Customer Service
In this course, you will apply important principles and skills you can use as a technical customer service representative. As a provider of customer service in a technical field, you need to interact...
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$695 USD
Duration
1 day
Course Code
821244
Available Formats
Virtual, Classroom
Overview
In this course, you will apply important principles and skills you can use as a technical customer service representative.
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 the Excellence in Technical Customer Service Training course, you will apply important principles and skills you can use as a technical customer service representative.
You will also need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you will learn how to develop skills that will help you interact with customers in a positive and professional manner, as a remote customer service representative.
Skills Gained
- Understand why profit is a primary objective of businesses and Support plays a role in contributing to profitability.
- Learn how Customer Support can affect customer perceptions about products, brands, and companies.
- Gain the skills to achieve a more efficient support organization, which can accomplish more than inefficient groups.
- Learn how the ability to provide timely, quality answers to customer issues can be the essence of support’s mission and a primary factor in driving customer satisfaction, retention and relationship growth.
- Focus on customers’ top two expectations to save time and reduce stress
- Manage customer expectations by personality style
- Deal with difficult customers
- Respond effectively to specific customer behaviors
Who Can Benefit
Service desk agents, tech support representatives, service desk engineers, field engineers, and anyone who provides technical support to internal or external customers.
Course Details
Course Outline
The Four elements of Technical Support Excellence
- Profit
- Reputation
- Efficiency
- Effectiveness
Connecting with Your Customer
- Be a “People Person”
- Represent Your Company
- Relate to the Customer
Diagnosing and Addressing Issues
- Deal with a Customer's Misrepresentations
- Determine Your Customer's Need
- Troubleshoot the Customer's Problem
Delivering Solutions
- Finalize the Solution
- Educate the Customer
- Deliver Bad News
- Achieve Performance Standards
Managing the Customer's Mindset
- Accept a Customer Contact
- Address a Customer's Emotional State
- Address Your Own Emotional State
Closing Communications
- Upsell Additional Products
- Conclude Customer Contact
- Follow Up
- Release Stress
Schedule
1 options available
-
Jun 20, 2025 - Jun 20, 2025 (1 day)
Virtual | 10:00 AM – 4:00 PM EST Language English Select from 1 options below Virtual |10:00 AM – 4:00 PM EST- Enroll
- Enroll Add to quote
FAQ
Does the course schedule include a Lunchbreak?
Classes typically include a 1-hour lunch break around midday. However, the exact break times and duration can vary depending on the specific class. Your instructor will provide detailed information at the start of the course.
What languages are used to deliver training?
Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.
What does GTR stand for?
GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.
How do I find an Ascendient Learning training location?
We have training locations across the United States and Canada - View a complete list of classroom training locations.
Which delivery formats are available?
At Ascendient Learning, we offer training that is Instructor-Led, Online, Virtual, and Self-Paced.
Does Ascendient Learning deliver group training?
Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.
What does vendor-authorized training mean?
As a vendor-authorized training partner, we offer a curriculum that our partners have vetted. We use the same course materials and facilitate the same labs as our vendor-delivered training. These courses are considered the gold standard and, as such, are priced accordingly.
Is the training too basic, or will you go deep into technology?
It depends on your requirements, your role in your company, and your depth of knowledge. The good news about many of our learning paths, you can start from the fundamentals to highly specialized training.
How up-to-date are your courses and support materials?
We continuously work with our vendors to evaluate and refresh course material to reflect the latest training courses and best practices.
Are your instructors seasoned trainers who have deep knowledge of the training topic?
Ascendient Learning instructors have an average of 27 years of practical IT experience and have also served as consultants for an average of 15 years. To stay current, instructors spend at least 25 percent of their time learning new, emerging technologies and courses.
Do you provide hands-on training and exercises in an actual lab environment?
Lab access is dependent on the vendor and the type of training you sign up for. However, many of our top vendors will provide lab access to students to test and practice. The course description will specify lab access.
Will you customize the training for our company’s specific needs and goals?
We will work with you to identify training needs and areas of growth. We offer a variety of training methods, such as private group training, on-site of your choice, and virtually. We provide courses and certifications that are aligned with your business goals.
How do I get started with certification?
Getting started on a certification pathway depends on your goals and the vendor you choose to get certified in. Many vendors offer entry-level IT certification to advanced IT certification that can boost your career. To get access to certification vouchers and discounts, please contact info@ascendientlearning.com.
Will I get access to content after I complete a course?
You will get access to the PDF of course books and guides, but access to the recording and slides will depend on the vendor and type of training you receive.
How do I request a W9 for Ascendient Learning?
View our filing status and how to request a W9.
Reviews
Thank Tech Data for sponsoring this course you really take care of your partners.
ExitCertified provided great learning material and the instructor was great.
Course was great and informative. The instructor had a good flow and was very personable.
Some Labs are very good but some steps it ask to update but its already updated, but overall its very good training.
I liked the pace of the course. I like that I have more than instance to use the lab.
