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Exceptional Service Skills for Technical People / Support

Rating:
☆☆☆☆☆ 4.6/5
(4.8 based on 48 reviews)
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It takes more than technical ability to deliver an exceptional experience for users and a positive / respectful working relationship between colleagues.

Hamilton Mercer’s unique Methodologies are proven to uplift the service capabilities of technical people, improve internal communications / sharing of information and boost productivity.

Who should attend?

Technical people (at all levels) interacting with users and colleagues on the phone, face to face or via written communications.

Course content – 90mins modules

Module 1: Service Philosophy, Responsibilities and Standards

Learning Outcomes

  • Consistently deliver exceptional service to users and colleagues.
  • Anticipate needs and add genuine value.
  • Deal with unrealistic/unreasonable requests.
  • Managing expectations / keeping users informed.

Methodologies

  • Establishing a Common Service Language
  • Service Levels Framework™
  • Proactively Saying No to Requests

Module 2: Effective Troubleshooting / Creating Informative Tickets

Learning Outcomes

  • Acknowledge the impact/significance of requests from a technical and emotional perspective.
  • Simultaneously troubleshoot and create informative notes.
  • Consider the usefulness of information documented when escalating to other teams.
  • Aim for first time fix and maximising productivity.

Methodologies

  • Investigative Questioning Techniques
  • Creating Informative Notes

Module 3: User-Focused Communication Skills

Learning Outcomes

  • Make users feel comfortable by adapting terminology and consider learning styles.
  • Select the most suitable time to educate users.

Methodologies

  • Communicating with Non-Technical People
  • Educating Users Tactfully

Module 4: Structuring Difficult Conversations

Learning Outcomes

  • Handle minor shortfalls seamlessly.
  • Careful structuring of communications to increase the likelihood of users accepting bad news.

Methodologies

  • Creating a Seamless Customer Experience
  • Credibly Delivering Bad News

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, across all sectors and industries, as well as individuals looking to uplift their capabilities and boost performance

“The delivery style was very empathetic and friendly. I appreciate how we were not told what the best practice is, but we realised it through brainstorming and group exercises.”
Netstar, 1st Line Support
Netstar, 1st Line Support
“The course content was excellent and very detailed, working around our day to day scenarios helped bring home the learning. What is left now is to keep the techniques at the forefront of my mind so they become second nature. I am confident that with the learning i have had I will be able to create world class customer experience.”
ASOS, Service Desk Trainee
ASOS, Service Desk Trainee
“Excellent tailored content with a very knowledgeable and professional trainer. Interesting and stimulating conversations and examples. Great opportunities identified to improve aspects of customer service within the IT team.”
Land’s End, EU IT Manager
Land’s End, EU IT Manager
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Learning formats

Virtual Classroom
Learn from Home - Live

  • 90mins, 180mins or One day courses.
  • Easy to join a class in just 3 simple steps.
  • Interact with a live expert learning consultant.
  • All you need is a device with Internet (camera and microphone recommended).
  • View available courses
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Tailored On-Site Training
We'll Come to You - Worldwide

  • 90mins, 180mins or One day courses.
  • Comprehensive seven-step approach to identify your requirements.
  • Tailored course content.
  • Manager development tools provided.
  • Call us on 0800 121 4660 or complete the enquiry form to discuss.
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Scheduled Courses
Come to Us - Across the UK

  • One day courses.
  • Lunch at our on-site restaurants and refreshments provided.
  • Pre-course questionnaires to establish key development areas.
  • Personal action plans to support skills reinforcement.
  • View available courses

Available Courses - Book yours now

Online
£297.00 excl. VAT

Exceptional Service Skills for Technical People/Support

Thu 13 Aug 2020
09:30 AM BST - 04:30 PM BST
Online
Register
Online
£297.00 excl. VAT

Exceptional Service Skills for Technical People/Support

Tue 15 Sep 2020
09:30 AM BST - 04:30 PM BST
Online
Register
Workshop
£297.00 excl. VAT

Exceptional Service Skills for Technical People/Support

Tue 03 Nov 2020
09:30 AM - 04:30 PM
London
Register

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

Rowlandson House
289-293 Ballards Lane
London
N12 8NP

London

20 Mercer Street
Covent Garden
London
WC2H 9HD

Birmingham

The BCEC
Hill Street
Birmingham
B5 4EW

Manchester

Centurion House
129 Deansgate
Manchester
M3 3WR

Hamilton Mercer
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