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 Helpdesk Excellence
This course has been designed to allow delegates to explore the role of a Help Desk within an organisation with a view to improving the level of service offered.
Upon completion of this workshop delegates will be able to:-
- Understand the importance of their role on the help desk and as part of a team
- Identify and appreciate customer needs
- Communicate with all customers to achieve effective outcomes
- Resolve problems in the most effective way and in line with Help desk procedures
- Handle awkward situations in an appropriate and successful way.
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| Course Outline |
- The Role of the help desk
- What is good service?
- Meeting the Needs of the Customers & understanding the customer
- Managing Expectations
- How you make a difference
- Communication by phone, achieving the best outcomes
- Working as part of a team
- Your individual action plan
- Communication Styles & techniques for success
- Problem resolution & follow up actions
- Assertive behaviour
- Managing Difficult Customers
- Coping with stress
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