CERTIFICATIONS

PROGRAMS

LEARN > Find a Class > Class Summary

BSTCS - Excellence in Technical Customer Service

If you have any questions about registering for this class, please call (877) 832-0688 Ext. 1493 or email us at getsmart@LRS.com

As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative.

Click here for a printer-friendly version of this page

Upcoming classes

	Number	Class Date	Location	Length	Cost	Sign up
	BSTCS	Feb 24, 2012 - Feb 24, 2012	Bloomington	1 day	$295.00	Register

Prerequisites

Customer Service Skills

Detailed Class Syllabus

Lesson 1: Meeting the Customer
Topic 1A: Be a “People Person”
Topic 1B: Represent Your Company
Topic 1C: Relate to the Customer

Lesson 2: Diagnosing Issues
Topic 2A: Deal with a Customer's Misrepresentations
Topic 2B: Determine the Customer's Need
Topic 2C: Troubleshoot the Customer's Problem

Lesson 3: Delivering Solutions
Topic 3A: Finalize the Solution
Topic 3B: Educate the Customer
Topic 3C: Deliver Bad News
Topic 3D: Achieve Performance Standards
Topic 3E: Close the Contact