Course description
Exceptional Service Skills for Technical People/Support – Classroom or Live Virtual Classroom
Creating an exceptional experience for users and fostering positive, respectful relationships among technical colleagues requires more than just technical skills.
Hamilton Mercer’s Service Methodologies™ empower technical professionals to enhance their service capabilities, improve internal communication, and optimise efficiency.
Upcoming start dates
Suitability - Who should attend?
This course is aimed at Technical Professionals at all experience levels and seniority who engage with external customers (users/ clients / suppliers) and internal customers (colleagues / contractors) through various communication channels, including face-to-face, telephone, and written formats.
Outcome / Qualification etc.
Certification: CPD Accredited Course
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
Training Course Content
Learning Objectives
Upon completing this course learners will be able to:
- Create an exceptional service experience for internal and external customers.
- Efficiently troubleshoot technical faults and offer practical workarounds to keep users working.
- Create informative notes on tickets to improve internal communications / sharing of information.
- Empathetically acknowledge the impact that technical issues are having on the user’s ability to work and remain productive.
- Responsively manage user expectations and deliver bad news in a manner that avoids unnecessary escalations.
Return on Investment
Performance outcomes include:
- Satisfied and loyal customers.
- Greater behavioural consistency, productivity and efficiency.
- Happier teams enjoying improved internal communications and relationships.
- Increased self-awareness, confidence, positivity and professionalism.
- Calm, objective approach to solving problems and improving performance.
Module 1: Service Standards: Approach & Mindset
Learning Outcomes
- Consistently deliver exceptional service to users and colleagues.
- Anticipate needs and add genuine value.
- Deal with unrealistic/unreasonable requests.
- Managing expectations and keeping users informed.
Methodologies
- Service Quality Framework
Module 2: Creating Informative Tickets & Effective Troubleshooting
- 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 maximise productivity.
Methodologies
- Creating Informative Notes for Tickets™
- Investigative Questioning Techniques
Module 3: Communicating with Non-Technical People
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 Users
- Educating Users Tactfully
Module 4: Delivering Bad News: Confidence, Structure & Credibility
- Handle minor shortfalls seamlessly.
- Careful structuring of communications to increase the likelihood of users accepting bad news.
Methodologies
- Credibly Delivering Bad News™
Course delivery details
Classroom, Virtual Classroom, In Company, Blended
Why choose Hamilton Mercer
UK's leading provider of Customer Service and Personal Development learning
Over 250,000 learners trained
Founded in 2007
Reviews
Average rating 4.9
Rich's teaching is very interactive and because this material is very much related to what I do - I understood it well. One added point is that Rich is an IT person as well so I...
Pacing was good, delivery was clear and all useful.
Expenses
Option 1: Scheduled Courses
- Location: Covent Garden, London
- Live Virtual Training: from £395+vat per learner.
- Classroom Training: from £495+vat per learner.
Multiple booking discounts and charitable discounts are available. Please contact us for further information.
Option 2: Tailored In-house Training
- Location: Your choice (worldwide).
- Live Virtual & Classroom Training: please contact us for pricing.
Request info
Hamilton Mercer
We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer CPD Accredited courses at your offices - worldwide or...
I would recommend this course as I see it as very useful for what I do in my company.