Get­ting to the Heart of Tech­ni­cal Support™

Increase cus­tomer sat­is­fac­tion and improve sup­port cen­ter met­rics with the com­plete train­ing pro­gram for per­fect customer-focused tech­ni­cal sup­port calls. Get­ting to the Heart of Tech­ni­cal Sup­port™ teaches your employ­ees all the skills they need to com­mu­ni­cate pos­i­tively and pro­fes­sion­ally with cus­tomers — both inter­nal and exter­nal. They'll leave the pro­gram feel­ing upbeat, moti­vated, and ready to deliver world-class support!

This course is pre­sented either via blended learn­ing (which include on-line mod­ules and follow-up class­room ses­sions), or in the classroom.

---

Course con­tent:

Mod­ule 1: Show­ing Cus­tomers You Care

• Dis­cov­er­ing the cus­tomer ser­vice role in tech­ni­cal support
• Devel­op­ing a customer-focused attitude
• Inte­grat­ing ethics and val­ues into the sup­port environment

"This pro­gram is worth the time and money spent. Excel­lent oppor­tu­nity for our com­pany. The trainer was awe­some!!!" Nelly Tufuga, Cus­tomer Sup­port. Brother Inter­na­tional Corporation

Mod­ule 2: Using Lan­guage to Serve the Customer

• Using pos­i­tive language
• Using lan­guage the cus­tomer can understand
• Using tran­si­tions to move through the call
• Build­ing rapport

Mod­ule 3: Open­ing the Call

• Open­ing the call
• Inter­rupt­ing the caller
• Trans­fer­ring a call

"This pro­vided a foun­da­tion and the frame­work that will be essen­tial to improv­ing our Tech­ni­cal Sup­port. It’s a very adapt­able pro­gram with a high degree of flex­i­bil­ity." Ron Wood, Cus­tomer Ser­vice Man­ager, IBM

Mod­ule 4: Uncov­er­ing Cus­tomer Issues

• Ques­tion­ing to deter­mine cus­tomer needs
• Hon­ing your lis­ten­ing skills
• Con­firm­ing your understanding

Mod­ule 5: Solv­ing Cus­tomer Problems

• Devel­op­ing a prob­lem statement
• Clas­si­fy­ing the problem
• Han­dling requests you can't fulfill

Mod­ule 6: Cool­ing Down Chal­leng­ing Calls

• Main­tain­ing your poise with chal­leng­ing calls
• Pre­vent­ing chal­lenges from escalating
• Deal­ing with upset customers

Mod­ule 7: Clos­ing the Call

• Secur­ing cus­tomer satisfaction
• Clos­ing and doc­u­ment­ing the call

---

An Inno­v­a­tive Learn­ing Model

Recent stud­ies show that effec­tive learn­ing depends over­whelm­ingly on the sup­port pro­vided before and after train­ing. Impact’s pro­grams incor­po­rate an inno­v­a­tive learn­ing sys­tem that turns the tra­di­tional train­ing model upside down and places the empha­sis on the entire learn­ing process.

Learn more about our inno­v­a­tive learn­ing model, the Impact Learn­ing System™

Cre­ate Sus­tain­able Behav­ior Change

Impact has all the tools you need to cre­ate sus­tain­able behav­ior change.

• Get­ting to the Heart of Tech­ni­cal Sup­port™ includes job aids, action plans, and four weeks of on-the-job activities—all at no addi­tional cost.
• Our com­ple­men­tary coach­ing pro­gram Mak­ing It Hap­pen™ teaches front-line super­vi­sors and man­agers how to set goals at the team and indi­vid­ual level and how to coach toward those goals.
• Cer­ti­fi­ca­tion and recog­ni­tion pro­grams reward suc­cess and pro­vide step­ping stones on the path to con­tin­u­ous improvement.

After com­plet­ing Get­ting to the Heart of Tech­ni­cal Sup­port™, employ­ees will feel good about their accom­plish­ments, cus­tomers will rave about your excel­lent ser­vice, and you'll feel proud of your con­tri­bu­tion to the suc­cess of your company.

Need more information?

Request a Quote

Sched­ule a Demo

Con­tact Us