The Art of complex customer support
Great tech support starts with great technical skills. But to be truly effective as a support engineer or support analyst requires some finesse in handling customers. The Art of Complex Support workshop provides practical, hands-on techniques to work effectively with customers and includes many opportunities to practice difficult situations in a safe, supporting environment. And it’s also a great venue for sharing and learning from “war stories”.
The two-day workshop uses small-group techniques, multiple role plays, and individualized post-training action plans to ensure that the training is not only fun and informative, but leads to long-term behavior changes.
Outline —
The Support profession
Building empathy to create a bond with the customer
Building trust to encourage a truly collaborative relationship
Setting boundaries when needed
Flexing to the customer’s unique work style
Centering yourself with proper time management, stress management, and teamwork
