Customer Service For Technicians
Course Overview
Created specifically for the broadband industry, Customer Service for Technicians is a thorough guide for helping service technicians deliver the highest levels of customer service. Designed to provide technicians with tools they can use immediately, the course covers the entire spectrum of customer service-related issues including: developing customer service skills,proper communication techniques, customer account management, retention and loyalty, selling services, stress management, customer education and understanding advanced communication competition.
- Price: $510.00
- Seat time: 18h
- Course number: eb0870_08_JN
- Dynamic language translation available
- Category: Technical and Safety
The estimated completion time for this course is 18 hours. The maximum allotted time is four months from enrollment.
Course Objectives
describe techniques for overcoming communication obstacles and exhibiting professionalism when handling customers
identify specific techniques for handling difficult customer service situations at the customer premises
explain how to effectively demonstrate empathy when communicating with customers
identify the obstacles associated with effective listening practices and explain how to overcome them
explain how to structure open and closed questions to deal effectively with a customer
describe alternative words, phrases and behaviors to use when dealing with an irate or disappointed customer
describe what needs to be done so customers perceive value in purchasing telecommunication services
demonstrate the steps involved in selling telecommunications services
list successful techniques for releasing stress and coping with stress in a positive manner
describe stress relievers that can help in managing difficult situations
identify methods for matching educational resources with learning styles
determine if the customer has successfully learned how to operate the digital video service
recognize recording limitations due to copy protection
determine the level of customer education that should be provided to the high-speed data customer
identify additional important points of education for IP voice customers in single and multi-family dwellings
list ways an installation technician can ensure customer satisfaction in a small business IP voice installation
describe the competitive role of all high-speed data providers
outline the major effects of the Telecommunications Act of 1996 and the Digital Transition and Public Safety Act of 2005
identify specific techniques for handling difficult customer service situations at the customer premises
explain how to effectively demonstrate empathy when communicating with customers
identify the obstacles associated with effective listening practices and explain how to overcome them
explain how to structure open and closed questions to deal effectively with a customer
describe alternative words, phrases and behaviors to use when dealing with an irate or disappointed customer
describe what needs to be done so customers perceive value in purchasing telecommunication services
demonstrate the steps involved in selling telecommunications services
list successful techniques for releasing stress and coping with stress in a positive manner
describe stress relievers that can help in managing difficult situations
identify methods for matching educational resources with learning styles
determine if the customer has successfully learned how to operate the digital video service
recognize recording limitations due to copy protection
determine the level of customer education that should be provided to the high-speed data customer
identify additional important points of education for IP voice customers in single and multi-family dwellings
list ways an installation technician can ensure customer satisfaction in a small business IP voice installation
describe the competitive role of all high-speed data providers
outline the major effects of the Telecommunications Act of 1996 and the Digital Transition and Public Safety Act of 2005
Course Benefits
learn how to immediately and positively affect customer satisfaction and loyalty rates
save repeat truck roll expenses by educating customers on premises equipment functions
reduce accounting expenses related to billing and customer database errors
receive an industry-recognized NCTI certificate of graduation
use this course to help prepare for SCTE’s Broadband Premises Installer certification
save repeat truck roll expenses by educating customers on premises equipment functions
reduce accounting expenses related to billing and customer database errors
receive an industry-recognized NCTI certificate of graduation
use this course to help prepare for SCTE’s Broadband Premises Installer certification
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