Customer service training for IT recommendation request (how to, import)

[bs13690]

Does anyone out there have a good recommendation for customer service training for folks in tech support? One thing in particular I am looking for is training that stresses the importance of not talking over the customer's head and giving them far more technical detail than they need.

[harhar]

It's in my A+ cert study guide.

To me, learning how to communicate in this fashion is an art.

It's like being a teacher; having patience and being creative enough to create analogies that everyone can understand.

And sometimes it's knowing who to go in depth with and who not to.

---

Will you be doing the training? Or were you planning on sending someone over?

[skinsguy37]

Originally Posted by bs13690

Does anyone out there have a good recommendation for customer service training for folks in tech support? One thing in particular I am looking for is training that stresses the importance of not talking over the customer's head and giving them far more technical detail than they need.

As far as I know, there isn't such a training. The reason why I say that is it's very subjective as to what is considered "over the head" of the customer, as well as the amount of detail shared. In my opinion, this is more of an issue during the hiring process than it is an issue with the I.T. employee.