| This program is approved by the Service and Support Professional Association for training prior to the SP-1 certification. |
GETTING TO THE HEART OF TECHNICAL SUPPORT™
| The program is also accredited by CompTIA. |
Online and Classroom Learning for Blended Impact Take advantage of the efficiency of online learning together with the effectiveness of the classroom experience in this flexible and powerful program. It was built to accommodate both your time-constraints and your budget! |
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management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
Influence, negotiation, change management training, Influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
Overview of GETTING TO THE HEART OF TECHNICAL SUPPORT™
This technical support training program combines the best of
customer service training with the skills required to present
technical information to both technical and non-technical
customers. The result is a communication skills training program
that allows you to deliver excellent technical support while
making the job enriching and enjoyable.
Now available in Spanish as well as English!
Benefits
The benefits to implementing a skills-based technical support training program are many.
Here are a few:
Topics Covered
Want more Information on this program? Phone us at 940-725-0057 or Email Us
This technical support training program combines the best of
customer service training with the skills required to present
technical information to both technical and non-technical
customers. The result is a communication skills training program
that allows you to deliver excellent technical support while
making the job enriching and enjoyable.
Now available in Spanish as well as English!
Benefits
The benefits to implementing a skills-based technical support training program are many.
Here are a few:
- Skills can be measured and consequently reps can be coached to improve their
technical support skills. - Monitoring can be focused to measure specific skills that emphasize core technical
support metrics. - Your customers receive a consistent experience each time they call - regardless of the
call center they reach.
Topics Covered
- Life Beyond Technology
Showing Customers You Care
Participants learn about the importance of the customer service role in technical
support, having a customer-focused attitude, using verbal skills to build rapport, and
creating a personal mission statement.
Searching For Clues
Understanding Customer Needs
Covers the critical skills for opening a technical support call, refocusing upset callers,
questioning, listening, and confirming understandings.
Working The Evidence
Solving Customer Problems
Teaches the essential skills of developing a problem statement, using resources to
reduce call length, securing customer satisfaction, and documenting the call.
Putting Out Fires
Cooling Down Challenging Calls
Participants learn needed skills for dealing with challenging calls, turning around
dissatisfied customers, asking for help, and bouncing back from stressful calls.
Delivery Options
The flexibility trainers have in delivery methods is key to the popularity of our technical
support training program with trainers and managers. We offer five types of delivery so
that you can select a delivery method that fits your needs and budget.
Trainer-led Classroom for High Impact
Create meaningful classroom interaction by using one of our trainer-led programs.
Purchase a ready-to-use trainer’s manual, attend a Train-The-Trainer workshop for
additional support, or let one of our impact-certified trainers deliver the training at your
location.
Self-Paced for Immediate Impact
Get immediate results with our self-paced workbooks. They’re easy to follow and full of
examples, exercises, and job aids. Your employees will learn valuable skills at an
affordable price.
Online/Classroom Learning for Blended Impact
Take advantage of the efficiency of online learning together with the effectiveness of the
classroom experience in this flexible and powerful program. It was built to
accommodate both your time-constraints and your budget!
Tailored Programs for Full Impact
Work directly with our training designers to tailor a classroom or blended online
program that is specific to your organization’s requirements.
Continuous Improvement for Sustained Impact
Get the highest value from your training investment by continually improving
performance. Our coaching program, Coach’s Toolkits, motivational items, and
certification program help you sustain the valuable skills that lead to improved
customer satisfaction and increased profitability.
Want more Information on this program? Phone us at 940-725-0057 or Email Us
Call Center Training that Works!
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| Sustain The Impact Implement our companion coaching program to insure that your investment gets results. |
| been Delivered in hundreds of organizations including but not limited to: Compaq Computer Corp. Credence Systems Corp. Dell Computer Corp. Gateway Computers Siemens IT Services IBM Macromedia Cellular One Centennial Wireless Motorola Nortel Networks U.S. West Verizon La Opinion (LA Times) San Diego Tribune The Columbus Dispatch AXA Advisors Financial Bank of America Citizens First Saving Bank Discover Financial Services Federal Reserve Bank Microsoft Norwest Bank The World Bank U.S. Department of Treasury J.P. Morgan Chase GPU Energy Shell Trading Gas and Power UtiliCorp Blue Cross and Blue Shield Group Health Cooperative Inland Empire Health Plan L.A. Care Health Plan Welch Allyn, Inc Colgate |