NCTI

Train up

Delivery: Online

Estimated Length: 18 seat hours

Price: $470.00

 

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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.

Completion Time:

The estimated completion time for this course is 18 hours. The maximum allotted time is four months from enrollment.

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

Upon completing this course, students will be able to:

  1. describe techniques for overcoming communication obstacles and exhibiting professionalism when handling customers
  2. identify specific techniques for handling difficult customer service situations at the customer premises
  3. explain how to effectively demonstrate empathy when communicating with customers
  4. identify the obstacles associated with effective listening practices and explain how to overcome them
  5. explain how to structure open and closed questions to deal effectively with a customer
  6. describe alternative words, phrases and behaviors to use when dealing with an irate or disappointed customer
  7. describe what needs to be done so customers perceive value in purchasing telecommunication services
  8. demonstrate the steps involved in selling telecommunications services
  9. list successful techniques for releasing stress and coping with stress in a positive manner
  10. describe stress relievers that can help in managing difficult situations
  11. identify methods for matching educational resources with learning styles
  12. determine if the customer has successfully learned how to operate the digital video service
  13. recognize recording limitations due to copy protection
  14. determine the level of customer education that should be provided to the high-speed data customer
  15. identify additional important points of education for IP voice customers in single and multi-family dwellings
  16. list ways an installation technician can ensure customer satisfaction in a small business IP voice installation
  17. describe the competitive role of all high-speed data providers
  18. outline the major effects of the Telecommunications Act of 1996 and the Digital Transition and Public Safety Act of 2005

Outline:

Providing Customer Service

Developing customer service skills, leading with customer service skills, maintaining accounts and up selling services, managing stress and educating the customer

Communicating Effectively

Using successful communication techniques, developing good listening techniques, using a clear tone of voice and practicing a confident telephone technique

Retaining Customers

Managing customer problems, responding to an irate customer and ensuring customer retention

Maintaining Customer Accounts

Keeping customer accounts, processing customer accounts, processing customer payments and managing customer data

Selling Broadband Services

Knowing your service offerings, organizing a sales kit, responding honestly, following the first-person principle, matching services to the customer’s viewing interests and presenting features, benefits and value, greeting the customer, verifying information, identifying the type of call, identifying the customer’s interests, building your presentation, recommending services, maintaining the customer’s commitment, looking for buying signs, closing the sale, identifying the customer’s concerns, addressing the customer’s concerns and completing the sale

Managing Stress

Reducing the effects of stress, coping with stress and preventing burnout

Educating the Digital Video Customer

Preparing to educate the digital video customer, demonstrating digital video features and operating procedures, explaining key digital video concepts to the customer and handling difficult customer education situations

Educating the High-Speed Data and Voice Customer

Educating the high-speed data service customer, educating the IP Voice customer and providing customer service at IP Voice installations for small business

Understanding Competitive Services

Summarizing the competitive background, examining competing telecommunications services and bringing to light the value of cable