Delivering
Customer Service Excellence
Through Email
For Tier 3 and 4 Support
and other service providers who often use email
Can be delivered:
As a stand-alone session
- As an add-on component to other programs
- With phone component added
"This gave our Tier Three Support Technicians the information and motivation to deliver far more than technical solutions to our clients. They now know how to help our business have more loyal clients. Thank you!"
--Manager of Tech. Support Services
for an international software solutions provider
Customized for you: we use situations, dilemmas and scenarios garnered from the participants' work environment.
Participants will:
Grasp how to be consistently professional from the point of view of the customer
Learn the key dynamics of delivering customer service in the unique world of email
Understand and apply best practices for coherent communication through email
Make a habit of going through four action steps during every customer interaction
Acquire four techniques for remaining balanced, professional problem-solvers
Consider exactly how to establish good days for themselves and their team
Dynamics include:
Handling the reality that delivering excellence is a matter of customer perception
Developing a professional self-image that goes beyond technical service
Acquiring immediately useful tools and approaches
Open ended questioning and active listening
Probing and clarifying
Problem-solving
Knowing how to invite in customers the feeling that we sincerely care
Having confidence that we are in control, even in difficult situations
Practicing specific email techniques, formats, "do's" and "don'ts"
Becoming more effective in on-screen writing and reviewing
Knowing when email works best and when the medium itself can trip us up
303-674-6455