Customer Service Training for Technical Support


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Tech­ni­cal sup­port engi­neers are mas­ter multi-taskers. They bound seam­lessly from one caller to the next — with occa­sional breaks to refill a Big Gulp of Moun­tain Dew – and are fre­quently the first touch point cus­tomers have with the com­pany. Does your sup­port team have the skills nec­es­sary to pro­vide con­sis­tent pos­i­tive cus­tomer experiences?

6 Rea­sons Sup­port Engi­neers Need Spe­cial­ized Cus­tomer Ser­vice Training

Tech­ni­cal sup­port engi­neers are well versed in spe­cial­ized prod­uct knowl­edge, but do they pos­sess the skills and atti­tude nec­es­sary to cre­ate supe­rior cus­tomer expe­ri­ences? Unfor­tu­nately many do not. Although tech­ni­cal sup­port is a form of cus­tomer ser­vice, there are some clear dif­fer­ences between pro­vid­ing sup­port and gen­eral cus­tomer ser­vice. Cus­tomers who call for tech­ni­cal sup­port have urgent issues that must be resolved quickly and com­pe­tently. Here are six rea­sons sup­port staff need spe­cial­ized cus­tomer ser­vice training:

  1. Cus­tomers are unhappy as they are expe­ri­enc­ing a prob­lem, or what they per­ceive to be a problem.
  2. A customer’s knowl­edge of the prod­uct or ser­vice varies widely from caller to caller and sup­port engi­neers must be adept at com­mu­ni­cat­ing to cus­tomers of all knowl­edge levels.
  3. To effec­tively trou­bleshoot an issue both the sup­port engi­neer and the cus­tomer must fol­low a spe­cific sequence of events.
  4. The engi­neer must be able to expertly nav­i­gate the com­pany knowl­edge base while express­ing gen­uine empa­thy and concern.
  5. Tech­ni­cal sup­port engi­neers must pos­sess supe­rior prod­uct knowl­edge and excel­lent crit­i­cal think­ing skills to sys­tem­at­i­cally trou­bleshoot and resolve issues to sat­is­fac­to­rily serve the customer.
  6. Above all, effec­tive tech­ni­cal sup­port is a col­lab­o­ra­tive effort that requires the engi­neer and cus­tomer to work together to resolve an issue.

Key take­aways from the above points? Suc­cess­ful tech­ni­cal sup­port engi­neers must not only have excel­lent prod­uct knowl­edge but also supe­rior com­mu­ni­ca­tion skills to pro­vide con­sis­tent world-class support.

Improve Sup­port Staff Per­for­mance with Cus­tomer Ser­vice Training

Pro­vid­ing your tech­ni­cal sup­port rep­re­sen­ta­tives with com­mu­ni­ca­tion skills train­ing ensures con­sis­tent pos­i­tive cus­tomer expe­ri­ences. Sup­port employ­ees will learn how to quickly build rap­port, expertly guide the cus­tomer through the call, and express sin­cere empathy.

Cus­tomer ser­vice train­ing for tech­ni­cal sup­port ensures your engi­neers per­form opti­mally with every caller. To learn more about our cus­tomer ser­vice train­ing course for sup­port pro­fes­sion­als click here.

Republished with author's permission from original post.

Rachel Miller
Rachel Miller is the Customer Engagement Manager at Nimble - a simple, affordable social relationship manager.


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