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Getting to the Heart of Technical Support™
Increase customer satisfaction and first-time resolution
 Program Benefits
Designed specifically for technical support and help desk representatives, Getting to the Heart of Technical Support™, from Impact Learning Systems, teaches your employees to interact positively with customers—both internal and external. Focusing on attitude as well as skills, representatives learn how to increase customer satisfaction and inspire customer loyalty. During the training, participants practice skills as they relate to their own customers and jobs. On-the-job exercises cement learning in the weeks following the training.
After completing the program, reps are able to reduce their service time with each customer and increase first-time resolution, providing your organization with significant cost savings. Participants are able to immediately apply new skills in order to:
- deliver world-class service
- combine technical know-how with positive communication skills
- build rapport with customers
- uncover customer issues
- develop a problem statement
- turn around dissatisfied customers
- reduce call length and call backs
- close and document the call
Critical Applications
Getting to the Heart of Technical Support is the perfect course when you need to:
- increase customer satisfaction scores
- retain customers and improve customer loyalty
- decrease call length or service time
- increase first-time resolution
- develop a standard level of service for a department or your entire company
- improve communication between internal teams
Program Description
Selected by the Computing Technology Industry Association (CompTIA) as a prerequisite for accreditation, and recommended by the Service and Support Professional Association (SPA) for certification preparation, this program enjoys wide industry support as the standard in communications training for technical support and help desk representatives. During the program, participants learn how to:
- build rapport
- refocus upset customers
- use the question-listen-confirm cycle for call efficiency
- classify the problem and use the appropriate resources
- use positive language
- confirm customer satisfaction
- uncover additional opportunities for service or sales
- deal with upset customers and prevent challenges from escalating
- close the call
- bounce back from stressful calls
More than just a training event, Getting to the Heart of Technical Support makes sure the following questions are answered:
I. Do they know it?
Participants learn material through engaging workbook or online reading assignments, mini-lectures, and lively group discussion. Learning is assessed through quizzes and trainer observation.
II. Can they do it?
Learning what it takes to be a world-class customer service rep isn’t enough; service reps need to practice each step of the way. After each short reading assignment or mini-lecture, participants practice a generic example in a written, audio, or group exercise so that they can focus on the skill they’re learning—not the product or service they represent. Participants then practice the same skill with their own product or service in a simulated job environment. This means they can immediately apply the skill back on the job so that your training investment pays off.
III. Will they do it?
Getting to the Heart of Technical Support includes action plans and a month of on-the-job exercises that allow participants to focus on one skill each day while working with customers back on the job. An Optional Coach’s Toolkit provides additional learning activities that front-line supervisors use during team meetings and learning lunches to keep new skills alive. The companion program for front-line supervisors/coaches, Making It Happen™, teaches the coaching skills necessary to inspire outstanding performance.
Implementation/Customization
The program is available in instructor-led or online learning formats, or a blend of the two. It is 8–16 hours, depending on delivery method. The program can be delivered all at once or broken into small learning units to fit training time available. Ideal class size is 6 to 18 participants. Impact’s free online Progress Management Center lets you track the progress of each student. Although participants spend at least one-third of the program working on specific examples from their own jobs, further customization is available in the form of exercises, case studies, role plays, and job aids.
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