OS Help Desk Communicating With Customers UNIT OVERVIEW
Summary of lessons
Customer service is an important part of distinguishing one technical support provider from another. Understanding one's customers and the expectations they have about the support center is an important part of providing excellent customer service. In this unit, students learn customer service fundamentals from the customer's point of view. Through role-plays, they determine customer expectations and needs and how to incorporate skills to meet these needs in their help desk jobs. Students observe and assess the role-plays through video or audio taping, reviewing, and journaling. Skills addressed include:
Active listening
Attitude and etiquette
Verbal versus nonverbal communication
Reliability
Assurance
Empathy
Responsiveness
Gaining agreement
Unit objectives
At the completion of the unit, students will be able to:
Identify customer requirements
Identify and discuss barriers to effective communication
Identify and practice active listening techniques
Identify and practice gaining agreement techniques
Identify and practice expressing empathy
Identify when customers are upset and practice diffusing their anger
Practice relaying stepped instructions to customers
Practice and receive feedback about personal vocal and nonverbal characteristics
