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Video of How to Handle a Tech Support Call in Six Stages in Customer Service course by Don Crawley, Author of The Compassionate Geek channel, video No. 231 free certified online
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When a customer calls for support, use this framework to ensure a successful call:
The Greeting: Keep it short, professional, and welcoming.
Active listening: Listen attentively to their issue and ask clarifying questions if necessary.
Agreement: Summarize the issue and ensure that you both have a shared understanding of it.
Apologize, empathize, and reassure: Apologize for the inconvenience, express empathy for their frustration, and reassure them that you’ll take care of it.
Fix the technical issue: Implement the necessary steps to resolve the issue.
Confirm resolution: Verify that the problem has been resolved and address any remaining concerns. Do not close the ticket or end the call under you confirm resolution or, if necessary, the next steps.
Put yourself in your customer’s position. They probably want the same things you would if the tables were turned.
#customerservice #helpdesk #servicedesk
Learn the six steps in a successful tech support session: https://youtu.be/OiC4gUa3xak
Learn seven ways to improve your empathy: https://youtu.be/bkmmZmbbBVo
Here are four magical customer service phrases (What to say in nearly any situation): https://youtu.be/TqYT8A7ybNo
What is Compassionate Geek?
The Compassionate Geek is a book by author/speaker Don Crawley to teach people how to get along so they can work together, get things done, and take care of customers (and each other). (https://www.amazon.com/exec/obidos/ASIN/0983660735). It's also an online training course on customer service for IT professionals, including IT customer service training videos and more.
Learn more at: https://CompassionateGeek.com