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Tech Etiquette for Customer Service Help Desk Professionals

Gain valuable communication skills and learn how to handle situations of conflict with your colleagues and customers.

You know you're good at your job, and you know what needs to be done. But sometimes, despite your best efforts, nontechnical colleagues can't wrap their minds around what it is you're telling them. If you're like most technical professionals, your communications, whether written or verbal, are filled with lots of technical jargon and pseudo-codes to communicate meaning in the most efficient way possible. And that's great when you're talking with other technical professionals. But what happens when you're talking to nontechnical professionals like your internal customers? As a provider of customer service in a technical field, you need to interact with end users to address their technical concerns. New research shows that being able to communicate with everyone in the company will be the most important skill for IT professionals in the future. To do this effectively, you need to develop skills that will help you interact with end users in a positive and professional manner.

Runtime: 53 minutes
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Introduction to Tech Customer Service for Help Desk

  • The Principles of Great IT Customer Service
  • Four Different Customer Communication Styles and How to Adapt to Each One

Establish Rapport

  • Your Mindset - Your Attitude Dealing With Internal Customers
  • How to Maintain a Positive, Optimistic Attitude When Dealing With End Users and Co-Workers
  • How to Effectively Represent Your Co-Department
  • How to Establish Rapport

Communication and Listening

  • Email Support and Communicating in Chat
  • How to Respect Your Customers' and Users' Time
  • How to Avoid Making Assumptions
  • How to Use Questions in the Right Way to Determine the End User's Need
  • How to Use Paraphrasing to Be Understood
  • How to Best Troubleshoot the End User's Problem Without Making Them Feel Foolish

Manage Conflict, Emotions and Stress

  • How to Prevent and/or Deal With an End User's Misrepresentations
  • Ways to Deal With Angry Customers (Rude or Abusive End Users) for Positive Results
  • How to Say No Without Alienating the Other Person
  • How to Deal With Anger in Others
  • How to Use Emotional Intelligence to Provide Better Customer Service and Manage Your Stress, Annoyance or Anger

Support and Education - What to Do When the User Isn't Right

  • How to Educate the Internal Customer Without Sounding Arrogant
  • How to Close the Call or Interaction Respectfully
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More Program Information

Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on June 19, 2020.

Call 1-866-352-9540 for further credit information.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

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More Program Information

Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Audrey Halpern

Audrey Halpern

ARH Employee Training

  • President of ARH Employee Training
  • More than 20 years of training facilitation/learning and development career, developing custom soft skills employee programs, onboarding and Train the Trainer experience
  • Adjunct professor at Hofstra University and has developed customized programs for numerous colleges and universities
  • Corporate trainer for Fortune 500 companies across the country
  • Partners with business coaches, HR leaders and other business leaders to facilitate corporate and institutional training events
  • Member of several professional organizations and has received numerous certifications
  • Writes weekly articles on LinkedIn┬« Pulse that have garnered much recognition and an international following
  • Can be contacted at [email protected]; http://www.linkedin.com/in/audreyhtraining138/; [email protected]semployees; www.arhemployeetraining.com/; www.facebook.com/ARH-Employee-Skills-
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 407782
Published 2020
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