About this Course

Help desk / service desk and support center staff must possess the ability to diagnose problems and deliver solutions that enable customers to keep working… all while establishing an emotional connection, and projecting a positive, professional message. It’s understandable that support professionals can become so caught up in the technology and internal process required in delivering IT service availability that the key element – service – becomes lost.

This two (2) day workshop assists support professionals in developing, improving, or perhaps merely revitalizing, the skills needed to deliver excellent customer service.

At the end of this two (2) day workshop, learners will be equipped with the essential customer service and support skills needed to enhance productivity, effectiveness and increase customer satisfaction.

Audience Profile

• Help Desk / Service Desk
• Professionals and Managers

At Course Completion

Learners will learn to:

• Understand and exceed customer expectations
• Improve communication and listening skills
• Effectively use email, voice mail and the web to deliver support
• Solve problems efficiently and methodically
• Handle difficult customer situations and minimize stress
• How processes help overcome organizational pain points

Course Outline

Learners will learn to:

• Understand and exceed customer expectations
• Improve communication and listening skills
• Effectively use email, voice mail and the web to deliver support
• Solve problems efficiently and methodically
• Handle difficult customer situations and minimize stress
• How processes help overcome organizational pain points