Delivering Service at the Desktop

Course title

Delivering Service at the Desktop

Overview

Developing professional customer service and communication skills for desktop IT service and support engineers.

Objectives

Understand the meaning and importance of customer service

Understand the basis of effective customer communication

Use a range of communications skills that will satisfy customers

Deal more effectively with angry and difficult customers

Content

Developing a service attitude

What do customers really want?

Appearance, image and professionalism

Barriers to effective communication

The importance of non-verbal communication

Five stages of effective communication

Techniques for effective communicators

Questioning techniques

Active listening

Setting realistic expectations

Understanding and empathy

Difficult customers and problem situations

Going the `extra mile'

Delivery

In-company programme (typical group size: 8-12 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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