- So, let's talk about how to get the most value out of this course. First, the course is specifically intended for service desk technicians, working in a variety of support channels and centers. You might be working in a call center, help desk, support center, or service desk. You might be supporting external customers, or internal customers, or both. But, all the functions we perform are very similar. This course was designed with all ranges of experience of mind. If you are new to technical support, you'll walk away with many new skills, techniques and strategies to handle customers more efficiently.
Experienced service desk technicians will refresh their knowledge and find new techniques that will help advance your skills. As you take the course, think about your desk, and how the content applies. Also, keep an open mind, and think about how you can apply new ideas to familiar situations for better outcomes. There are so many great techniques that can apply for different situations. Technical support is not one size fits all. We'll use an action plan that you can download for each chapter.
This will serve as a way to document the activities during class, and how they relate to your environment, and serve as a resource to use after class. The value of this course is in documenting and applying the new learning content long after class has ended.
First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior