Helpdesk Excellence

Course title

Helpdesk Excellence

Overview

Developing professional call handling and communication skills for IT Helpdesk personnel.

Objectives

Understand the importance of dealing effectively with people as well as problems

Learn how to respond fully to customers' needs

Learn to use professional telephone skills

Learn how to handle difficult customers more effectively

Content

Defining service excellence

Why customer service is important

Understanding the customers’ real needs

Setting realistic expectations

Reliability vs responsiveness

Why the telephone is not the perfect tool

Five stages of effective call handling

Service tone and manner

Questioning skills

Call control

Empathy and understanding

Effective listening

Clarity & precision

Handling awkward customers

Professional service behaviour

Delivery

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

Duration

2 days

Fees

Subject to quotation

Course description

Print course description