Customer Service Training for Technical Support Representatives
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Outline - Blended Learning This customer service training program is designed specifically for technical support engineers. It combines the best of customer service training with the skills required to present technical information to both technical and non-technical customers. The result is a customer service training program that allows organizations to deliver excellent technical support while making the job enriching and enjoyable for employees. Take a closer look at the following module outlines to see the topics we cover:
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Examples - Blended Learning 
View sample pages of the online version of Getting to the Heart of Technical Support™  Technical Support sample pages In this program participants learn about the importance of the customer service role in technical support. |
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Delivery - Blended Learning Impact uses an advanced learning process to integrate the three phases of blended learning delivery: online knowledge transfer, instructor-led reinforcement, and post-training coaching to improve and sustain performance.
Purchase a ready-to-use Trainer’s Kit, attend a Train-The-Trainer workshop, or let one of our Impact Certified Trainers deliver the training on-site at your location. This program is also available in an instructor-led format. | ||
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Certification Certification provides learners with positive feedback and recognition. Organizations gain the confidence that employees have the skill and ability to provide world-class service. This certification program also provides: 
This program is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-I certification. It is also approved by the Computer Technology Industry Association for their Customer Service Excellence accreditation program. For more information call 805-781-3283 or 800-545-9003. Related LinksImpact Certification Industry Certification |
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Participant Testimonials This program has provided a foundation and the framework that can and will be essential to improving our technical support. This is a very adaptable program with a high degree of flexibility. This is one of the best courses I have ever attended. I would highly recommend it. A requirement for anyone dealing with customers. The program provided me with good insight on problems I used to deal with – how to focus on listening skills, empathy with the issue, and coming to a successful resolution in a reasonable time frame. Success Story Sage Software, a leading software company, sought to improve their already impressive customer satisfaction scores. Sage partnered with Impact learning Systems and the Service and Support Professional Association (SSPA) to achieve their goal of having service technicians be industry certified. Within two months of the training, managers at Sage Software observed a 15 percent increase in customer satisfaction scores, taking them from 82 percent up to 94 percent. Sage calculated that customer satisfaction scores in excess of 94 percent would dramatically effect customer loyalty and advocacy rates. |
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Outline - Instructor-led Remember the last training program you attended? Remember all the good ideas you were going to put into action back on the job? We've been there, too. That's why we designed Getting To the Heart of Technical Support ™ as a learning process rather than a one-time training event. It's based on accelerated learning methods which help adults quickly learn skills and change behavior. Take a closer look at the following workbook outlines to see the topics we cover: |
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Examples - Instructor-led As the examples indicate, Getting to the Heart of Technical Support™ deals with serious topics in a light and fun tone. |
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Delivery - Instructor-led Purchase a ready-to-use Trainer’s Kit, attend a Train-The-Trainer workshop, or let one of our Impact Certified Trainers deliver the training at your location. The participant workbooks for Getting to the Heart of Technical Support™ are easy to follow and full of examples, exercises, and job aids for practice on the job. The classroom sessions are also full of meaningful interaction. Participants put learning into practice with the help of job aids, extensive coaching, and valuable on-the-job exercises that can be completed while handling live calls. Your representatives will learn valuable customer service skills at an affordable price. For additional exercises, role-plays, and job aids, work with one of our designers to customize the program to meet your job-specific needs. For information on customizing this program call us at 805-781-3283 or 800-545-9003. This program is also available in a blended learning format. |
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Certification Certification provides learners with positive feedback and recognition. Organizations gain the confidence that their employees have the skill and ability to provide world-class service. This certification program also provides:
Approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-I certification. It is also approved by the Computer Technology Industry Association for their Customer Service Excellence accreditation program. Through it's exclusive relationship with these respected associations, Impact sets the standard for IT customer service and support training. For more information call 805-781-3283 or 800-545-9003. Related LinksImpact Certification Industry Certification |
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Participant Testimonials This program has provided a foundation and the framework that can and will be essential to improving our technical support. This is a very adaptable program with a high degree of flexibility. This is one of the best courses I have ever attended. I would highly recommend it. A requirement for anyone dealing with customers. The program provided me with good insight on problems I used to deal with – how to focus on listening skills, empathy with the issue, and coming to a successful resolution in a reasonable time frame. Success Story Sage Software, a leading software company, sought to improve their already impressive customer satisfaction scores. Sage partnered with Impact learning Systems and the Service and Support Professional Association (SSPA) to achieve their goal of having service technicians be industry certified. Within two months of the training, managers at Sage Software observed a 15 percent increase in customer satisfaction scores, taking them from 82 percent up to 94 percent. Sage calculated that customer satisfaction scores in excess of 94 percent would dramatically effect customer loyalty and advocacy rates. |
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