Catalyst HRD Ltd
Catalyst HRD Ltd
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Customer Care in Software Support
1 Day Course
Course Objectives:

To enable individuals to: £1300 per day for up to 8 delegates

  • appreciate Software Support from the customer's perspective
  • recognise what superior Support Centres provide
  • provide superior service in 1st, 2nd and 3rd line support
  • provide clear, precise assistance
  • handle a range of situations at 1st, 2nd and 3rd line
  • understand the difference between mediocre and superior service
  • share the skills and techniques of experienced Support Analysts
Course details:
  • Excellence through attitude

  • knowing what IT customers really want
    defining 'Customer Service Best Practice'
    making customers feel special
    conveying empathy and understanding

  • Service differentiation

  • responding promptly
    being attentive
    taking time to listen carefully
    asking probing questions
    summarising to ensure understanding
    putting yourself in the customer's shoes
    adapting to the customer's needs
    following up to ensure customer satisfaction
    setting and agreeing realistic time-frames
    a 'nothing is too much trouble' approach
    keeping the customer informed

  • Giving clear, concise instructions

  • avoiding jargon
    conveying complex information clearly

  • 1st, 2nd and 3rd line support

  • returning logged calls
    anticipating future needs
    offering information, services and solutions
    exceeding customer expectations
    proving you are there to help
    providing the 'little extras'
  • Remaining positive in difficult situations

  • contacting the customer when you:
    - can resolve their issue now
    - can resolve the issue but will need to call back
    - will need to escalate their call
    - can't resolve their call
    dealing with anger
    apologising when it is not your fault
    closing resolved/unresolved calls

  • Developing long-term relationships

  • using knowledge of the customer
    providing timely and accurate solutions
    keeping promises
    updating the customer of progress
    turning customers into advocates
    ensuring repeat business
    preventing future problems
    Tailoring the Course Content:

    Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

    • Incorporating your organisation's documentation
    • Referring to your organisation's policies, service levels, guides and procedures
    • Agreeing pre-course and post-course work
    • Tailoring exercises and the course manual to suit your requirements

    For further details on how Catalyst can tailor your course see Tailored Courses.


    This one day course is extremely practical.  Each delegate will spend much of the day on the telephone practicing and refining the techniques they have been taught.  Our closed circuit telephone 'laboratory' and the informal, relaxed atmosphere enables delegates to listen to their telephone manner and learn how to handle a variety of support calls and practice dealing with a variety of 'difficult' situations.

    Who should attend?:

    IT support staff who interact with customers over the telephone.  New and existing team members will benefit from this course.





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