Advanced Customer Service & Tech Support

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.