Teknologiateollisuuden palveluliiketoiminta (3op)

Osaamistavoitteet

The Technology Service Management course introduces customer service professionals to the fundamental principles and techniques required for excellent customer tech service delivery. As the first, or principle, line of contact with customers, this professional has a unique and challenging opportunity to influence customer perception and loyalty. The course teaches critical skills in professionalism: communication, management of the call, the customer, and job stress as well as service cross selling in the onsite class.

Sisältö

Connect With Professional Service’s
• Describe the factors that influence a customer's perception of service
• Describe the role of voice tone in communication success
• List indicators of successful communication
• List the factors of effective listening
• Describe how to set and manage customer expectations
• Explain the value of a customer complaint
• Identify communication preferences

Communicate effectively
• Describe a professional greeting and manner that conveys respect and caring
• Conduct professional holds and transfers
• Write an example of complete call documentation and email correspondence

Manage the service process activity
• Manage the Customer contact
• Identify difficult customer characteristics and tactics to work with them
• Employ techniques to manage customer anger
• Differentiate between positive and negative trigger phrases
• List steps in professionally saying no to a customer
• Follow handoff procedure in escalating a call