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Telephone Skills for Technical Professionals R1.1

As a help desk professional providing technical support, you need to interact with customers to address their technical issues, concerns, challenges and problems. In order to best service these customers, the 30 Bird Telephone Skills for Help Desk Professionals course will help develop interpersonal skills that will enable you to do so in a professional manner. Your technical expertise will no doubt be useful; however, having additional "people" skills will enable you to appropriately interact and serve the customer.In this workshop, you will be able to apply practical skills and principles to over-the-phone customer service for customers experiencing technical issues.Upon the successful completion of this course, candidates can expect to gain knowledge and understanding in the following areas:About the challenges of help desk technical support, the importance of identifying your own attitudes about customer service, how to understand and appreciate the customer's perspective, about customer expectations for interaction, the difference between being accountable and being responsible, and to identify any unhelpful signals that you might be sendingHow to identify your default communication style, communication differences between technical and non-technical professionals, from real-world examples, to identify and work with logic and emotion, to differentiate personal style preferences, to relate to the non-technical customer, how to actively listen to customers, seven ways to better listening, and how to employ empathy in your interaction with customersAbout customer expectations, how to clarify complicated descriptions of problems and the importance of doing so, and how to focus on resultsHow to open the call by setting the proper tone, seven steps to a successful call, to use paraphrasing as a tool, to use questions to diagnose technical issues, the appropriate protocol for troubleshooting technical issues, and how to close the callTips for keeping customers informed, an effective procedure for putting customer on hold and transferring calls, how to use positive language when relating to the customer, how to deliver solutions diplomatically—good news and bad news, and creative problem solvingTips for dealing with angry and/or impatience, and specific steps to take when doing so; how to deal with anger or impatience; and the benefits of effective phone communication and customer-centrismThis workshop helps candidates understand and learn the skills and techniques to achieve successful customer interaction. It covers some of the same topics as the 30 Bird Customer Service for Help Desk Professionals course, but it focuses more specifically on the telephone skills required to interact with customers effectively.About the seriesProfessional skills—such as the ability to manage work schedules and communicate effectively with customers—are personal and interpersonal proficiencies that don’t depend on technical knowledge but are crucial for successful and efficient functioning of any organization. 30 Bird Media is thrilled to announce our brand new line of engaging, relevant, and straight-to-the-point professional development courseware. From the very start we knew it was important not to simply force this new and different content into our existing IT-specific format. Each professional development course comprises an Instructor Guide, a PowerPoint slide deck highlighting important points, and a Student Guide. Taken together, these training tools empower you to teach these concepts effectively in any classroom or workshop setting. For more information and access to the PowerPoint files, please contact your 30 Bird sales representative or call (888) 330-9071. ..