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Virsten TeleCorp


Helping Your Company on its
path to Customer Service Distinction

                         

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Training Services

Virsten TeleCorp courses are designed to do more than teach attendees the art of handling customers. We customize the delivery of each course (no cost) and use customer terminology, processes and procedures. We teach attendees how to become more efficient, how to develop a business mind set, and how to represent the company in the most professional manner whether communicating via telephone or electronically.

Our Instructors have “been there” and “done that”. They have experience as both Customer Service Representatives and Service Center Managers. This gives them an edge over most Instructors and enables them to relate to the attendees.

We provide a full spectrum of training courses for managers and individual contributors including:

Customer Communication Skills Overview

Audience

Customer Care, Support, Help Desk, and other personnel that deal with customers.

Course Overview

This high-energy two-day workshop enables participants to improve their communication skills with customers, and others within their company. It provides attendees with down-to-earth, practical skills they can use during every interaction. Application of techniques learned in this class increases productivity, customer satisfaction and employee satisfaction. Each student utilizes a personal profiling system that enables them to identify their unique communication style, while learning how to be more effective dealing with customers and coworkers.

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Electronic Conversational Skills (Email and Web Ticketing)

Audience

Personnel communicating with customers and company employees via email and Web Ticketing Systems.

Course Overview

This one day “hands-on” course teaches attendees how to get their point across quickly and efficiently when communicating electronically using e-mail and the web. Students learn how to write electronic messages and “tickets” in a way that helps avoid embarrassing misinterpretation, learn to say more with less, and discover the “dos" and "don'ts" of electronic communication and documentation of customer requests in their ticketing system.

Students get “hands-on” practice writing and responding to email messages and tickets that are taken from their queue.

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Technical Problem Solving and Trouble Shooting Skills

Audience

First and Second Level Support personnel (Support Analysts, Technical Support Specialists, etc.) working in a Help Desk, Call Center, or Support Center environment

Course Overview

This course covers two very important aspects of problem solving. It includes best practices for handling customers during the problem solving process and teaches a structured approach for solving technical problems. Students learn to “think outside the box”, and the importance of following established company processes and procedures. During this lab intensive course, the instructor introduces problem-solving models that are designed to stimulate both left and right brain thinking.

The course is designed for a two or three day format depending on the backgrounds and problem solving experience of the attendees. Students solve difficult problems from their work queue.

Students receive certification in problem solving.

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