Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Service Training for Technical Support

Cus­tomer Ser­vice Train­ing for Tech­ni­cal Support

Course Con­tent

Get­ting to the Heart of Tech­ni­cal Support™

Cus­tomer Ser­vice Is an Indus­try Issue
Sup­port exec­u­tives iden­tify com­mu­ni­ca­tion skills train­ing for their tech­ni­cians as their great­est need next to tech­ni­cal train­ing. It is one of the key dri­vers of cus­tomer sat­is­fac­tion and cus­tomer loy­alty.
Technical Support Training
While these soft skills are con­sis­tently rated as extremely impor­tant to the customer’s expe­ri­ence, they are often neglected when it comes to allo­cat­ing the time and bud­getary dol­lars needed for pro­fes­sional cus­tomer sup­port training.

The impact of includ­ing com­mu­ni­ca­tions skills in the cus­tomer sup­port train­ing cur­ricu­lum is that:

  • More prob­lems are fixed on the first call (first call resolution).
  • Tech­ni­cians deliver a con­sis­tent level of ser­vice and are strong ambas­sadors for your brand.
  • Cus­tomers feel more sat­is­fied in  their over­all expe­ri­ence with your company.

The Industry's Pre­mier Train­ing Solu­tion
The solu­tion is Get­ting to the Heart of Tech­ni­cal Sup­port™. This train­ing pro­gram for cus­tomer sup­port pro­fes­sion­als is used exclu­sively for TSIA’s CSP-I Tech­ni­cal Sup­port Pro­fes­sional Cer­ti­fi­ca­tion and for CompTIA’s Cus­tomer Ser­vice Excel­lence accred­i­ta­tion.
Technical Support Training
Ben­e­fits of Imple­ment­ing a World-Class Pro­gram
This program:

  • Improves cus­tomer ser­vice qual­ity and competitiveness.
  • Cre­ates con­sis­tency and a com­mon ser­vice language.
  • Mea­sur­ably improves cus­tomer satisfaction.
  • Increases cus­tomer referrals.
  • Reduces oper­at­ing costs.

This train­ing is per­fect for help desk tech­ni­cians, hard­ware and soft­ware sup­port engi­neers, and sup­port pro­fes­sion­als at all levels.

Con­vert your con­cerns into pos­i­tive action. Call for a demon­stra­tion of how this train­ing pro­gram gets the results it does and why so many tech­nol­ogy com­pa­nies use this pro­gram for their cus­tomer sup­port training.