The Six Steps in a Successful Tech Support Session: Customer Service Training 101

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In this customer service training video, IT customer service expert and author Don R. Crawley explains the six steps that are necessary in a tech support session. This customer service training video includes a demonstration of a support desk staffer helping an end-user. From the initial greeting to confirmation of resolution, using these six steps will ensure that your technical support reflects well on both you and your organization.
#customerservice #helpdesk #servicedesk
📺 Learn the six steps in a successful tech support session: • The Six Steps in a Suc...
🎬 Learn seven ways to improve your empathy: • Seven Ways to Improve ...
🎬 Here are four magical customer service phrases (What to say in nearly any situation): • Four Magical Customer ...
What is Compassionate Geek?
The Compassionate Geek is a book by author/speaker Don Crawley to teach people how to get along so they can work together, get things done, and take care of customers (and each other). (www.amazon.com/exec/obidos/AS.... It's also an online training course on customer service for IT professionals, including IT customer service training videos and more.
Learn more at: CompassionateGeek.com

[@AlbertoMendozadeveloper]

I really love your vision Don! I'm an IT tech support, I have been doing this since 1997 and I really love solve my client problems. Being a IT Tech Support expert it is more matter of Art than trying be the best IT Tech of the world. When you see what are you doing as Art... everything changes... your vision, where you want to be in 10, 20 years. When you see IT Tech as Art, you get involved in passion for what are you doing, always looking for new tools, scripts, software, online resources, maybe you start to sleep less and stay awake during nights searching for all this new info just to learn how to be a better IT Tech. I congratulate your work Don and wish you the best of success. (I apologize for my bad grammar writing, I don't have a very good English language at all, I'm a Mexican learning English by the way)

[@TheLee260]

'Have you tried turning it off and on again.' The British IT technician mantra.

[@GetCTOwned]

Cool video! Starting out on the help desk can be depressing, but put the work in, learn everything you can, make it known that you want to progress and you'll create opportunities to get up the ranks of IT support quickly. I started out on a 1st line Wintel helpdesk 12 years ago and now i'm a CTO. Hard work and dedication is all it takes, and it doesn't have to take a lifetime to achieve either!

[@doncrawley]

What a great comment! Thanks. And congrats on your great career progression.

[@GetCTOwned]

@@doncrawley No problem, thanks

[@siifupvpgaming-darklegends54]

Thank You. Just what I needed. I started a tech support job for a cell phone company and today was my first day on the phones it was a lot harder than I thought. This is great video. You should make one with more on listening skills and ask probing questions.

[@Zestra807]

Truely brilliant! Thanks a lot for making things so clear 😊

[@JulioVillamil]

Thanks Don, this video is a great resource that I had assigned in my IT coursework! Very Professional.

[@jonathancastro1135]

Great video, just what I was looking for!

[@myimperfectbody8681]

I have my training on monday, Thankyou. It helps me a lot.

[@hansdavidsalazardelgado5203]

I'm about to start working in a bilingual call center (english), so i'm kinda afraid that i can't handle it or i could not understand people's speech. This video gave me more confidence and i feel more motivated to keep practicing. Thank you so much.(and sorry for my bad english)

[@hansdavidsalazardelgado5203]

Thank you so much for all your videos! You gave a lot of usefull information!, i'll keep practicing and good luck for you too in french. :D

[@jcayao]

This helps me a lot. Thanks for sharing!

[@edisonroybatiquinjr900]

I'm a customer service rep and this video is a big help thank you for these lessons

[@electriciandallastx9182]

Thanks for the suggestions you have provided here.

[@fayegadot]

Thank You so much for this, Really great help Im gonna apply this 😁

[@michaelsuarez6557]

Thank you! I'm currently in training for a tech support job, and viewing this made me feel a bit more confident! It's great advice, I appreciate that you took the time to make it! :)

[@doncrawley]

You're welcome, Michael. I'm embarrassed that I just now saw your comment.

[@ellieroar]

We love this video, keep it up!

[@poonamchoksi6382]

Awesome video...very helpful!!!

[@amorosogombe9650]

Thank you. Excellent.

[@simpleshinnngsarasa]

THANK YOU FOR THIS IT HELP ME A LOT

[@kirill34]

I really like your video! Good advice you shared

[@safer_robert]

So helpful !! thanks a lot i need it :D i really do !

[@guillermotijerino]

great video!!

[@gregoryjoseph9267]

I really like this video and I learn a lot from it

[@user-pb8rk8uh4g]

it works for me... thanks

[@jenuinelycute]

I'm 21 and a trainee for a Tech Support account and this video will really be handy for me 😊 Thank you Don 💙

[@doncrawley]

You're welcome, Jenny. I'm happy to help!

[@SassySandyification]

Great tutorial. Looking for phone etiquette for a medical call center as well. Thanks!

[@bouykaarab7285]

that was very good thanks man

[@Blllia]

thank you very mch it s help me a lot

[@joseernestovitor1958]

i love this video..its very useful

[@TenzLekden]

Great tips!

[@specialfriend46]

you are great mate ...from India

[@mtrba2318]

Thank you sir really short and informative,to the point!

[@doncrawley]

Thank you. I'm glad you like it!

[@TMA-zk6dy]

nice and helpful thanks

[@hugotamanaha1530]

An amazing video; great technics; congratulations!

[@doncrawley]

I'm glad you like it. Thanks for your comment.

[@michelkubrick747]

sooooo usefull gracias amigo¡¡¡¡

[@JenCQuint]

GREAT!!

[@syedahmedalirizvi930]

EXCELLENT

[@teregalido746]

Very helpful video, thanks for sharing.

[@doncrawley]

Glad it was helpful!

[@gracetingson2136]

This is so amazing! This helped me A LOT! Thank you so much!! :)

[@brianconstanza8098]

really helpful thanksss

[@doncrawley3478]

I'm glad it was helpful. Thanks for your comment.

[@globalvillage1586]

HI Don, i am new to canada , it has been a month only , i got a tech support job here, right on the second day of training they put us on the floor to attend call ,i am getting confused and not getting the customer at the same time got nervous too. please do give some useful suggestion .thanks

[@dialirpa07]

What if you are not allowed to have a silence moment or an dead air? What should be the great conversation that you could talk to your customer over the phone.?

[@neveradmitdefeat5751]

Wow thank you this really helped yeah I would someday like to become a phone technician do you have any tips?

[@JustinWrt]

Neveradmitdefeat I could write paragraphs on your question, but what I would STRONGLY recommend is finding someone who knows how to do the job, and asking them questions. Other than that, UTFSE! lol I jest, but seriously, there's a wealth of information out there - finding direction through a mentor or more experienced friend might be your key. Hope that helps!

[@neveradmitdefeat5751]

Justin Wright OK thank you

[@anandg5276]

In stead of - what is your user id, using "may i know your user ID " is correct, and the tech support guy doesn't address her when she (user) says "Thanks". like responding back to her "welcome" or you're "most welcome".

[@revengerevenge3318]

It will Work as long as your cust is not crazy as hell

[@Stripedspot]

Hi i am 13 and i want to help people fix and get rid of viruses but people thinks i am going to rat them

[@swatichauhan8032]

Hello, I am from India.Great I liked it very professional but I have a question I want to join a company as a tech support agent but I am not from IT background I have done simply B.A. but I like voice process and night shift and especially talking in English, I am not sure that they will hire me or not as I am not from IT background. I don't like backend jobs just sitting like a robot and working on a computer.

[@ajitthakur8641]

are you stll looking for a job ?

[@mikalash1767]

Je suis français en BTS il y a pas de sous titres en Français… dommage, j'ai également voulu savoir si il était toujours en vie et oui donc gg mec

[@doncrawley]

Merci pour votre commentaire. Je suis bien vivant ! Par contre, mon français est très mauvais.

[@harbardrvnclw285]

Ugh. I have anxiety and I don't like talking but I need a job. I think I should apply for non-voice instead. T_T

[@harbardrvnclw285]

Don Crawley - I already know what to do and what's best for me, I'm just being a coward. T_T I'll check more of your videos! I think I'll gain courage once I'm more familiar/informed regarding this field. 👍😄

[@nicolasmichaud9628]

why can't i see how many subcribers you have?

[@ElitistMagi]

I will close your ticket as info like a boss dont you worry.

[@SE45CX]

I've asperger I do consider this still insufficiently authentic. I would simply ask that tech support person to keep it as informal as possible. Otherwise I do get irritated.

[@JustinWrt]

SE45CX That bothers me a lot - I've gotten used to it over the years, as I've come to find the majority of people only respond favorably to the "political" disposition. Not quite suffering from Asperger's myself, but there's some overlap with folks like me who have similar personalities at times, and what I'd say is you should try to become comfortable with the bullsh*t. Do what you want, but I think you'd benefit greatly from tolerating it, to the extent it'd be worth it in the end. Being informal is also great, but it's all too easy to be taken advantage of in the marketplace, when you're TOO honest and level TOO much with the other person. Hope that addresses the topic at hand. Regards

[@SE45CX]

Justin Wright Thanks for your elaborate comment. I never expected to get such thoughtful responses (also from Don) on the 3 sentences I wrote. Yeah it is more about my intolerance of bullshit than wanting a purely informal talk. I don't like to have the other person on the phone to be acting as a friend and I do expect professionalism. I want to be completely informed and not sensing some burden/scripting in the other person what the customers are informed about and what not. I'm not specifically talking about tech support phone calls but also business phone call to suppliers for example. Many times I happen to say something beyond the expectation of the other person that gives the phone call a much more informal nature. While my intentions a still relevant to the subject/deal.

[@westurner7513]

Never call the customer by their first name without permission before hand. Always--> Okay, Miss, ____lastname is it okay if i call you Janet?.. Rude and agent had such a monotone voice i would've hung up on his greeting

[@saiprasaddas939]

awesomeness

[@guswolf6352]

Ugh windows 8 is the worst I feel bad for her

[@doncrawley]

Yeah, it really was bad, wasn't it?

[@mirage9191]

Arrogant, self-centered and not necessary helpful.

[@doncrawley]

Please explain why you think that. Thanks for your comment.

[@SirrahBeats]

#1 get rid of your strong indian accent

[@doncrawley]

How about instead, "Work to ensure your speech is clear, free from jargon and regional slang, and easy to understand."

[@nayazullahm6238]

thank you very much it s help me a lot