Customer support and control management

Bag code: COMSWCP1139024 Customer service and technical support are among the most important factors contributing to the success of organizations and achieving customer satisfaction, as modern companies rely on capable staff who can communicate effectively, manage problems efficiently, and provide professional solutions that ensure business continuity and improve the customer experience.. Program data: Customer support and control management training Duration: 3 training days Number of hours: 9 training hours Duration of the training day: 3 hours Target audience: Interested in networks and support Customer service employees Technical support staff Employees at call centers Technical support and IT staff Those wishing to develop customer interaction skills Program objectives: By the end of the program, the trainee will be able to: Recognize communication and support skills for customers. Understand control management and problem-solving methods. Clarify mechanisms for documenting problems and solutions. Recognize types of customers and the characteristics of each type. Apply effective customer interaction skills. Acquire customer handling and anger management skills. Improve the quality of services provided to customers. Increase customer satisfaction and enhance the user experience. Training unit topics: First training unit: Customer communication and support skills, control management, and problem-solving concepts. Customer service and technical support concept. Effective communication skills with customers. Positive listening methods. Asking appropriate questions skills. Control management in different situations. Problem analysis steps. Problem-solving and decision-making methodologies. Best practices in providing technical support. Second training unit: Documenting problems, solutions, and customer types. Importance of documenting problems. Mechanisms for recording and following up on reports. Preparing a knowledge base for recurring solutions. Documenting technical procedures. Classifying technical problems. Recognizing customer types. Characteristics of each customer category. Strategies for dealing with different customers. Third training unit: Customer handling and anger management. Concept of customer handling. Building trust with customers. Skills for containing difficult situations. Dealing with angry customers. Managing pressures and emotions. Techniques for calming the customer. Professionally handling complaints. Enhancing loyalty and improving the customer experience. Training package contents: Presentation (PowerPoint): 104 slides. Trainer’s guide: 96 pages. Trainee’s guide: 86 pages. Training activities: 6 activities. Introductory guide: 4 pages. References: 4 pages. Evaluation and data forms: 6 forms. Pre- and post-test: 6 pages. Training videos: 6 videos. Illustrative images: 10 images. Mind map: 1. Introductory brochure: 1. Package index and contents: 12 pages. Training package template: Please click here to view the training package template.