Help Desk Essentials
Aims:
At the end of the course delegates will have developed the necessary skills to provide an effective and empathetic service to their clients.
Prerequisites:No previous knowledge is required
Duration:1-2 days
Fees:Course fees for this particular course will depend on your chosen Training solution. Please contact one of our Advisors for further information and pricing.
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Download Help Desk Essentials course outline.
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Introduction
- Customer Care
- Defining roles
- Projecting a professional image
- Understanding your customers' needs
- Handling complaints and objections
- Tough customers
Communication
- What is communication?
- Verbal communication
- Non-verbal communication
Telephone Techniques
- First principles
- Making the voice work for you
- Customer care and the telephone
- Special intentions for phone calls
Team Work and Team Building
- How is a team performing?
- Being a valuable team member
- Team meetings are important
- Creating team synergy
- Teamwork and geese!
Ethics in the Workplace
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Stereotyping
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How you treat people
Personalities
- Styles are different
- No style is right or wrong
- Understand your own style
- Personal style assessment
- The four styles
- Strengths and weaknesses
Problem Solving
- Accepting ownership of problems
- Problem solving v decision making
- It's a learning process
- Understanding the problem
- Collecting information
- Getting to the root of the problem
- Selecting the options
- Choosing the best solution
- Getting it solved
