Learn the unique aspects of help desk support and customer service.
- Technical support customer service is so unique because we utilize multiple skills at once. Including technical, customer service, and knowledge skills. While interacting with customers. It's like walking, talking, and chewing gum at the same time, only much more difficult. Not only do you have to be friendly, you have to be technical, you have to fix the issue as quickly as possible, document information real time, and follow company processes and procedures. Oh, and then on top of all of that you might have a customer that is angry, frustrated, or emotional.
There's no pressure there, right? We as technicians know, providing excellent customer service is not as easy as it sounds. And customers may not understand the technology they're using. Which makes describing an issue difficult on their end and even more difficult to understand on our end. As technology has become more complex over the years so have our customers, and their demands. So meeting those unique demands has become more and more challenging.
Our goal is to ensure that we as service desk technicians have the right skills, both technical and customer service, to meet those unique demands. This course will help us learn, refine, and utilize our customer service skills to meet those needs. I'm so excited that we are going on this learning journey together. So let's get started.
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