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Perpetual Solutions Course Catalogue Perpetual Solutions Course Catalogue

Professional Development Courses >>Customer Service Skills Training Courses Professional Development Courses Customer Service Skills Training Courses

Best Practice in Helpdesk Customer Support Best Practice in Helpdesk Customer Support
Course Duration: 2 Days Course Duration: 2 Days Course Code: PPD035 Course Code:PPD035 Course Description: Course Description: In most IT environments the helpdesk is the interface between IT Support and your customers, and as such it is In most IT that this first point helpdesk both professional and efficient. This two-day course will enable delegates to imperative environments the of call is is the interface between IT Support and your customers, and as such it is imperativekey techniques that of call is both professional an effective first class service to customers of your master the that this first point will enable them to deliver and efficient. This two-day course will enable delegates to master To do this the coursethat will enable them to deliver an effective first building exercises. helpdesk. the key techniques contains classroom delivery, role-plays andteam class service to customers of your helpdesk. To do this the course contains classroom delivery, role-plays and team building exercises. On successful completion of this course delegates will be able to: On successful completion of this course delegates will be able to: Understand how to communicate effectively with customers Understand how to communicate effectively with customers Deliver aprofessional service even in crisis Deliverand relay crucial information from the customer to technical support Retain a professional service even in crisis Retain and relay crucial information from the customer to technical support Control difficult customers Control difficult customers Utilise key telephone techniques for use on the helpdesk Utilise key telephone techniques for use on thefast Usetime management skills to resolve problems helpdesk Use time management stressto resolve environment Identify how to control skills in a busy problems fast Be both how to control stress in a busy environment Identify a 'self starter' and work effectively as a team member Be both a 'self starter' and work effectively as a team member Prerequisites: Prerequisites: This course is aimed at both new andexperienced helpdesk staff who would like improve their customer service skills in order to is aimed at both service to the highest of professional levels. Managers of helpdesks should also note This courseraise the helpdesk new and experienced helpdesk staff who would like improve their customer service that in course raise the helpdesk service to the highest of professional through the helpdeskmaking should also skillsthis order towould cut response times and increase the information flowlevels. Managers of helpdesks your service more course would cut response times and increase the information flow through the helpdesk making note that thiscost effective and professional. There are no technical prerequisites for this course. your service more cost effective and professional. There areno technical prerequisites for this course. This course includes the following modules:

This course includes the following modules: Understand what the customer expects from the helpdesk and how to exceed expectations
q Understanding the core requirements for good customer service Understand what the customer expects from the helpdesk and how to exceed expectations q q q q q q q qIncreasing customer satisfaction Understanding the core requirements for good customer service Knowing how to makesatisfaction feel important and that they have your attention Increasing customer customers Putting them at ease customers feel important and that they have your attention Knowing how to make Delivering a professional IT service throughout Putting them at ease

q Delivering a professional...