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Technical Support Agent Skills

CTSASKILLS

English

Audience Details:

10

None

New-in-position technical support agents or those who have received no formal training

Technical Support Skills is designed to give call center technical support agents the essential communication and interpersonal skills required for any customer interaction process. The expanding role and skills of the technical support agent are thoroughly examined. As well as outlining the methods for delivering a professional service, this SolutionSet also explains to technical support agents how their work plays a pivotal part in the organization's customer-relationship management strategy.

After learning this courses you should be able to:

To introduce the role of the technical support agent, and to discuss how developments in the business world and in technology are affecting this role
To introduce the role of the technical support agent and to discuss how developments in the business world and in technology are affecting this role

Hands on pratice - Simulations

Course Structure: Modules and Learning Events

Skills and Challenges for the Technical Support Agent:

The process of a technical support call
Understanding customer expectations
Problem definition and resolution in technical support
Completion and aftermath of a technical support call
Developing technical support skills
Exceeding customer expectations
Essential call-handling skills
Developing questioning and listening techniques
Assessing customer behavior
Recognizing customer behavior types
Dealing with aggressive customer behavior
Dealing with nonaggressive customer behavior
Coping strategies for technical support agents
Stress initiators
Managing stress
Time management for the technical support agent
Managing technical support calls
Handling support calls

The Developing Role of the Technical Support Agent:

The contact-center environment
From call center to contact center
Integrating CRM strategy into the contact center
The role of the technical support agent
The support agent profession
Technical support essentials
Determining technical support skills and attributes
E-mail and fax skills
Pitfalls and challenges of technical support e-mail
Technology and the technical support agent
Elements of the technical support call

Curriculum Info:

Business Skills

Personal Use License Price $495.00

Contact your Eno Learning Consultant or call 888-742-3214 to order. For organizational purchases, please contact the sales office nearest you.

Available Online and Interactive Multimedia CDs

	Technical Support Agent Skills
	CTSASKILLS
	English

Audience Details:
	10
	None
	New-in-position technical support agents or those who have received no formal training
	Technical Support Skills is designed to give call center technical support agents the essential communication and interpersonal skills required for any customer interaction process. The expanding role and skills of the technical support agent are thoroughly examined. As well as outlining the methods for delivering a professional service, this SolutionSet also explains to technical support agents how their work plays a pivotal part in the organization's customer-relationship management strategy.
	After learning this courses you should be able to:
	To introduce the role of the technical support agent, and to discuss how developments in the business world and in technology are affecting this role To introduce the role of the technical support agent and to discuss how developments in the business world and in technology are affecting this role
	Hands on pratice - Simulations

Course Structure:	Modules and Learning Events
	Skills and Challenges for the Technical Support Agent: The process of a technical support call Understanding customer expectations Problem definition and resolution in technical support Completion and aftermath of a technical support call Developing technical support skills Exceeding customer expectations Essential call-handling skills Developing questioning and listening techniques Assessing customer behavior Recognizing customer behavior types Dealing with aggressive customer behavior Dealing with nonaggressive customer behavior Coping strategies for technical support agents Stress initiators Managing stress Time management for the technical support agent Managing technical support calls Handling support calls The Developing Role of the Technical Support Agent: The contact-center environment From call center to contact center Integrating CRM strategy into the contact center The role of the technical support agent The support agent profession Technical support essentials Determining technical support skills and attributes E-mail and fax skills Pitfalls and challenges of technical support e-mail Technology and the technical support agent Elements of the technical support call
Curriculum Info:
	Business Skills
	Personal Use License Price $495.00
	Contact your Eno Learning Consultant or call 888-742-3214 to order. For organizational purchases, please contact the sales office nearest you. Available Online and Interactive Multimedia CDs