Delivery: Online
Delivery: Online | Est. Length: 18 Seat Hours | Price: $490.00
Course Overview
The NCTI Customer Service for Technicians course is the definitive soft-skills training program for the broadband industry. In today’s competitive market, the field technician is often the only face-to-face contact a subscriber has with their provider.
This course transforms technicians from “repair workers” into Brand Ambassadors. Beyond technical fixes, students will learn the art of Consultative Selling, conflict resolution, and account management. The curriculum provides immediate tools to de-escalate irate customers, educate users on their equipment (reducing repeat truck rolls), and manage the high stress of field operations.
Who Should Attend:
- Field Service Technicians
- Broadband Installers
- Customer-Facing Support Staff
What You Will Learn
Upon completion, students will be able to improve customer satisfaction (CSAT) scores, increase revenue through upselling, and effectively manage difficult interactions.
Core Competencies:
- Communication Mastery: Overcome communication obstacles using empathy, active listening, and professional tone control.
- Conflict Resolution: De-escalate situations with irate or disappointed customers using proven verbal and behavioral techniques.
- Consultative Selling: Identify buying signs and match service features (Video, Voice, Data) to customer needs without being “pushy.”
- Customer Education: Effectively teach customers how to use their Digital Video and High-Speed Data equipment to prevent “user error” callbacks.
- Stress Management: Apply techniques to prevent burnout and cope with the pressures of high-volume service routes.
- Competitive Knowledge: Articulate the value of cable services against competitors (DSL, Satellite) based on the Telecommunications Act of 1996.
Certification and Benefits
Prepare for SCTE Certification
This course is a highly recommended preparatory tool for the SCTE Broadband Premises Installer (BPI) certification.
Additional Benefits:
- Reduce Expenses: Lower the cost of operations by reducing repeat truck rolls caused by customer confusion.
- Boost Revenue: Empower technicians to confidently upsell services while on-site.
- Industry Recognition: Receive the NCTI Certificate of Graduation.
Course Outline
Module 1: Foundations of Service
- Developing professional service skills.
- Leading with empathy and overcoming listening obstacles.
- Telephone techniques and tone of voice.
Module 2: Retention and Conflict Resolution
- Managing customer problems and complaints.
- Strategies for handling the irate customer.
- Ensuring long-term retention.
Module 3: Sales and Account Management
- Maintaining accounts and processing payments.
- The Sales Cycle: Greeting, identifying interests, presenting value, and closing.
- Organizing a sales kit and recognizing buying signs.
Module 4: Customer Education
- Matching teaching styles to customer learning styles.
- Educating on Digital Video (DVR, Guides) and High-Speed Data.
- Educating Small Business Voice customers.
Module 5: Stress & Competition
- Preventing burnout and managing daily stress.
- Understanding the competitive landscape (Telco, Satellite, Wireless).