Helpdesk Excellence

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.

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