Outline-STCi04-Customer Service Skills for Technical Professionals

Customer Service Skills for Technical Professionals

How to Turn Customers and Colleagues Into Allies

Two-Day Workshop
Facilitated by Steven Cerri
Class size is limited to 24 participants


1. Introductions

  • What issues are your experiencing with your customers (internal and external)?

2. Notice What Your Customer is Telling You and Not Telling You

  • Learn what to notice and what to ignore
  • Learn what is important information and what is not

3. How to Influence Your Customer’s Perception of Your Product/Service

  • How does influence really occur when you are communicating with your customer?

4. Determine What Your Customer considers to be Good or Bad Service

  • What will your customer buy? Why?
  • Learn how to find your customer’s criteria for a good product or service

5. Asking the Five Golden Questions

  • What are they?
  • How to ask them?
  • When to ask them?
  • What the answers mean?
  • How to use the answers to further your relationship with your customer?

6. Determining What Your Customer Really Values

  • Learn how to ask for “operating criteria” to understand HOW your customer wants your product or service
  • Learn how to ask for “outcome criteria” to understand WHEN your customer is satisfied with your product or service

7. Learn How to Get Information When You Are Communicating

  • In person
  • By phone
  • By email

8. Understanding Your Customer’s Perceptions

  • You
  • Your product or service
  • Your organization
  • Your company

9. Learn How to Always Be At Your Best When Dealing With Your Customer

10. The Partnership Cycle: How to Become an Asset to Your Customer

  • Going beyond being a problem solver
  • Becoming a part of your customer’s on-going solutions
  • Framing your service for the customer
  • Putting the customer in the future with your product or service

11. Turning an Angry or Upset Customer into a Loyal Ally

  • How to handle difficult and contrary customers
  • Orchestrating difficult customer meetings, conference calls, and exchanges with confidence

12. Applying These Tools to Internal and External Customer With Equal Effectiveness