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Providing great customer service in a technical environment demands a unique blend of skills – it’s not enough simply to possess the technical know-how.
In every situation we are dealing with people and the significant impact technology has on their daily working lives – especially when things go wrong! Customers come in all guises with a vast range of knowledge from the utter technophobe through to out and out experts. In other words, every person a service team member deals with is different, in the same way that every technical issue may be unique. Navigating both these strands can be immensely challenging!
Rather than serving up “quick fix” techniques, this Masterclass aims to create the genuine willingness and desire to do the best for each customer, however challenging the situation – ultimately leaving every customer feeling as comfortable as possible, whatever the circumstances. To enable this, we’ll focus on three of the most critical aspects of great service provision: The foundations, communication and interpersonal skills and handling “difficult” situations.
So, to help you better understand:
Facilitated by Chris Markiewicz, a highly experienced learning & development practitioner who has delivered customer service and management courses for a wealth of organisations both in the UK and overseas, this event is designed for anyone who has contact with customers – whether internal or external.
In this one-day interactive event we will cover:
Attendees are welcome, and encouraged, to bring their own real-world scenarios for discussion if they are comfortable with sharing them.
Benefits include, but are not limited to:
Providing great customer service enables you to:
Those front-line interactions are ultimately what make or break any service provider’s reputation. In the case of external customers, it is invariably where business is retained or lost. And, with internal “captive” customers, it’s where collaborative, efficient working can be at stake with significant potential cost to the organisation and relationships.
Places are available to itSMF UK members for £195.00 + VAT.
Not yet a member? You’ll be shown a price of £360 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels, benefits and costs please click here.
Please contact the office on 0118 918 6500 to discuss an on-site running of this event.
London