I have been working in the IT industry for more than 15 years and Red Gate Software is the first company to offer me customer service training and I think that says quite a bit about the company.

Today I attended the customer service training course, which all of our technical support team (including the manager) are going on. The course was originally designed for sales people but it was easy to adapt some of the concepts to technical support and the instructor (Ron from FIRST touch) done a good job of providing relevant information and ideas relating to our own situation. In fact we work very closely with the sales team so learning some of things from a sales perspective was pretty useful as well.

The level of support provided by our technical support team is in my opinion already superb and we are all very passionate about providing the best support possible but I'm not sure whether any of us fully appreciated how much we could improve our service just by using some simple techniques that we learnt on this course and I'm really looking forward to starting to use them in the next few weeks. I'll try and let you know how I get on through some of my blog posts.