Advanced Customer Service & Tech Support

Advanced Customer Service & Tech Support

ACSTS involves aligning the objectives with the skills and knowledge required in the field. Understand the evolution of customer support and the role of advanced technologies.

course at a glance

  • Date : 25 Apr - 18 Jun 2024
  • No. of Classes/ Sessions : 24
  • Total Hours : 60
  • Last Date of Registration : 25 Apr 2024
  • Class Schedule :
    • Sunday - 6.00PM - 9:00 PM
    • Tuesday - 6.00PM - 9:00 PM
    • Thursday - 6.00PM - 9:00 PM
  • venue : BASIS Institute of Technology & Management Limited BDBL Bhaban (3rd Floor - East), 12 Kawran Bazar, Dhaka -1215

Price: TK. 12,000
(including VAT & TAX)
Discount Fee: 7,200TK.

This Training is organized by BITM & Training will be held in BITM Lab

Course Outline:

Introduction to Advanced Customer Service & Tech Support

  • Overview of Customer Services & Tech Support in the IT Industry
  • Importance of Effective Communication, Interpersonal Skills
  • Basics of Technical Troubleshooting
  • Documentation

Communication Skills in Tech Support

  • Effective Communication Strategies
  • Developing clear and concise communication skills
  • Adapting communication for various channels (email, chat, phone)
  • Handling Difficult Customers (Handling technical jargon for non-technical customers)

Time Management and Prioritization

  • Efficiently managing support queues
  • Prioritizing and escalating issues
  • Meeting service level agreements (SLAs)

Team Collaboration

  • Work effectively with colleagues and contribute to a positive team environment.
  • Collaborate with others to achieve common goals.
  • Assist in the onboarding of new employees.

Empathy and Customer Understanding

  • Customer Psychology
  • Active Listening Techniques
  • Empathy in Customer Interactions

Building Customer Relationships

  • Customer retention strategies
  • Proactive communication for customer satisfaction
  • Creating customer loyalty programs

Product Knowledge and Continuous Learning

  • Deepening understanding of the products/services
  • Staying updated with technological advancements
  • Training and continuous professional development

Customer Support Platforms

  • Introduction to Customer Support Software
  • Ticketing Systems and Workflow
  • Customer Relationship Management (CRM) Basics

Remote Support Techniques

  • Remote desktop tools and software
  • Best practices for remote troubleshooting
  • Ensuring security during remote support sessions

Customer Relationship Management (CRM) Systems

  • Importance of CRM in tech support
  • Hands-on experience with CRM tools
  • Managing customer information and interactions

Basic Technical Knowledge

  • Networking Essentials
  • Security Protocols and Best Practices
  • Emerging Technologies in the Tech Industry
  • Troubleshooting Techniques

Security and Privacy Tools in Customer Support

  • Ensuring Data Security in Client Interactions
  • Compliance with Privacy Regulations
  • Security Measures in Client Support Tools

Continuous Improvement in Customer Support

  • Customer Feedback and Analysis
  • Continuous Learning Strategies
  • Staying Updated with Industry Trends

Taking Customer Feedback

  • Gathering and analyzing customer feedback
  • Implementing improvements based on feedback
  • Strategies for continuous service enhancement

Final Project and Certification

  • Practical Application of Tech Support Skills
  • Case Studies and Real-world Scenarios
  • Certification Assessment

You can also learn by doing this Course:

  • How to use CRM & Helpdesk Software
  • Use of Remote collaboration & Support Tools
  • Basic Knowledge in Security & Privacy tools for Customer Support
  • Using Online Survey Tools
  • Email Management Technique
  • Installing & Using MS Office
  • Basic Troubleshooting
  • Internal File Sharing.

Grading: The grading system will be based on active participation, practical case studies, and the final project. Emphasis will be placed on applying knowledge to real-world customer support scenarios and proposing actionable improvements.

  • Participation and engagement in class discussions: 20%
  • Weekly case studies and scenarios: 40%
  • Final project: Customer support simulation and improvement proposal: 40%

Curriculum

Advanced Customer Service & Tech Support Advanced Customer Service & Tech Support 60 Hrs

Tentative Class Start

25th April, 2024

Available Seat

10 / 30

who can join

This is an Advanced Customer Service & Tech Support Course. The participant must be well known about Basic Computer

Meet the Instructor