TeamLogic IT Customer Service Training

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Customer Service Secrets of Successful IT Professionals: How to Master IT Customer Service

TeamLogic IT franchise owners, enroll your team in this online customer service training program that gets your IT teams to work together and get things done while super-serving your customers. 

That means lower turnover and higher productivity and profits. Train yourself, your engineers and technicians, your marketing and customer service team, and your entire staff to create a company culture of compassion and caring for your customers and each other.

Use your exclusive TeamLotic IT coupon code to get a special tuition rate, exclusively for TeamLogic IT franchise owners.

Upon completion of this course, you will earn a certificate that verifies you have completed the training and are knowledgeable in the skills and techniques required to provide exceptional customer service and support. It shows that you understand how to listen effectively to customer and end-user concerns, use emotional intelligence skills to manage difficult customer interactions and use interpersonal communication skills to build and maintain relationships with customers and coworkers.

Learning Objectives

At the end of this technical support training, you’ll be able to:

  • Identify the five principles of IT customer service
  • Know ten techniques to be a better listener
  • Use emotional intelligence to provide better customer service, improve relationships, and manage your stress
  • Handle angry customers (rude or abusive end-users) for positive results
  • Say no without alienating the other person

Losing customers is expensive. Losing key employees is also expensive. The best teams focus on service to customers and care for each other.

Course Structure

This training course is designed to be completed in approximately six hours. Individual learning times can vary greatly. Some learners can complete it in as few as three hours, others may take considerably longer. Training content is listed below.

  • 115 Steps in This Course
  • 10 Sections
  • 9 Quizzes
  • 55 Videos
  • 110 Total minutes of video
  • Completion time: 3 to 6 hours, depending on the learner.

ENROLLMENT OPTIONS

$299 per seat. Use your TeamLogic IT coupon code for exclusive savings for TeamLogic IT owners.

Course Outline and Sample Lessons

​Section #1: The Five Principles of Great IT Customer Service

Within most organizations, there are some people who simply “get it.” They seem like they were born to provide outstanding customer service. In this section, you’ll examine the five principles of people who deliver great IT customer service.

  • Deep Tech Skills
  • Empathy
  • Compassion
  • Listening
  • Respect

Section #2: Practical Emotional Intelligence

Emotional intelligence includes the ability to identify and use emotions (both yours’ and those of other people) to produce successful outcomes in your dealings with other people. In this section, you’ll learn:

  • Controlling your own emotions
  • Emotional maturity
  • How to influence the emotions of others
  • Two techniques for maintaining your calm state of mind
  • How to respond appropriately to emotions in others

Watch the two examples, demonstrated by actors, of emotional intelligence. The first is an example of bad EI skills and the second is an example of good EI skills.

Section #3: What to Do When the User Isn’t Right

We’ve all heard the saying, “The customer is always right.” The problem is that they’re not always right and sometimes they’re just downright rude or even abusive. It’s a little-known fact that 70% of customer loss is due to perceived indifference. In this session, you’ll learn five valuable techniques for disarming unreasonable or abusive end-users (angry customers).

  • Dealing with anger
  • What users and customers really want
  • The secret to cooperative conversations
  • A sequence for handling user or customer calls
  • How to respect your customers’ and users’ time

Section #4: The Art of Listening Well

​The objective of listening is to achieve understanding. When we listen to understand land and remember, we are better able to truly help our end-user. In this section, you’ll learn how to move from “pretend” listening to truly “empathic” listening-listening to understand.

  • The five levels of listening
  • How to achieve empathetic listening
  • How to achieve active listening
  • Ten keys to being a good listener
  • Problematic listening habits

​Section #5: Making Sure They Know You Care

The most effective way to communicate is face-to-face because then you have the words, tone of voice, and body language. It’s a common misconception that the help desk staffer usually has only words and tone of voice as communication tools. In this session, you’ll learn valuable tools for making sure that your helpful attitude comes across, even when you can’t be seen. We’ll also cover the biggest end-user turn-offs, including some innocent but emotionally loaded phrases, words, and actions. You’ll gain simple tools that can make a huge difference.

  • The three components of communication
  • How to avoid conversation breakdown
  • Keeping the call positive
  • Why you must remain positive and upbeat
  • Tips and tricks to convey optimism
  • Watch this video from a lesson on how to handle a customer call. (The lesson also includes a video showing how NOT to handle such calls!)

Section #6: Fundamentals of Business Writing (How IT Pros Can Get Their Message Across)

Written communication is a crucial skill and at the core of today’s workplace operations. Clear and efficient writing skills are critically important for career success. In this session, participants will learn 12 rules of email etiquette for effective email communication, how to use chat and texting in the workplace, and when an old-school hand-written note is appropriate. You will also learn rules for persuasive proposals and reports that will actually get read! This section also includes two lessons on how to use Slack, Teams, or other collaboration platforms successfully.

The workplace runs on written communication. Most people do it poorly. Effective written communication is easy and highly effective.

In this section, you’ll learn:

  • 12 rules for written communication
  • Three powerful techniques to turbocharge your emails
  • How to create a great chat experience for your customer
  • When and when not to use texting
  • A powerful free tool to up your writing game
  • Best practices when using Slack, Teams, or other collaboration platforms

Section #7: How to Say No Without Alienating the End-User

Sometimes, what the end-user wants simply can’t be done. When that happens, the skillful desktop support staffer delivers the news in a way that is clear, yet non-offensive. Alternatives, when available, may be offered, but the key lies in finding a way to say no without leaving the end-user feeling neglected or ignored.

  • When to say “no”
  • Considerations before saying “no”
  • Dealing with difficult end-users or customers
  • Why some situations go wrong
  • What happens when we make a mistake?

Watch this sample lesson on what to do (or NOT do) when you have to say no to a customer.

Section #8: Stress Management

Let’s face it: End-user desktop support can be one of the most stressful positions in all of IT In this session, you’ll learn practical, down-to-earth techniques for dealing positively with the inevitable stress of a desktop support position.

  • The impact of stress
  • The stress management equation
  • What is in your control and what is not
  • Personal stress activators
  • You can influence the stress outcome
  • The stress management tool

Watch this sample lesson on how to deal with stress at work.

Frequently Asked Questions

What are the delivery options?

This course is delivered in an online, on-demand format.

Do I Earn a Certificate?

Upon completion of this course, you will earn a certificate that verifies you have completed the training and are knowledgeable in the skills and techniques required to provide exceptional customer service and support. It shows that you understand how to listen effectively to customer and end-user concerns, use emotional intelligence skills to manage difficult customer interactions, and use interpersonal communication skills to build and maintain relationships with customers and coworkers.

How long does the online training take to complete?

It varies greatly, depending on the learner. The course is designed to be completed in six hours. It’s possible, however, to get through the entire course in about three hours. For learners who are more curious and committed to self-improvement, it could take eight hours or more.Who should take this training?

This training is appropriate for any individual or group of IT staff members who want or need to improve their customer service skills, including their listening skills, their ability to deal with challenging end-users, their ability to work well with co-workers, and their people skills in general.

Are there any prerequisites?

We recommend that managers and supervisors prepare their team members for this training by explaining the importance of customer service, that even people who are exceptional at customer service can improve, and that this particular training was designed and written by an IT person specifically for IT people.

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