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1 day course

Help Desk Skills

Communication

  • Efficient and Effective Listening Methods
  • Understanding and Utilising Telephone Techniques
  • Dealing Effectively with Irritated Clients
  • Involving Clients in Problem Solving
  • Communicating Negative Information Positively

Closure

  • Resolving Complaints
  • Compartmentalising Multifaceted Problems
  • Ensuring Client Respect and Satisfaction
  • Promoting Adequate and Appropriate Self-Sufficiency

Lessons Learnt

  • Set Appropriate Client Expectations
  • Communicate Effectively with the Client
  • Diffuse Anxiety Levels
  • Deal Professionally with Frustrated Customers
  • Reduce Miscommunication
  • Endorse Credibility and User Confidence

Objective

This course is designed to enable help desk staff to analyse their role and identify the attributes, skills and knowledge required to fulfil their responsibilities effectively

Course Contents

  • Identification and Analysis
  • Underlying Principles of Customer Service Support
  • Identifying and Defining the Psychological and Practical Needs of the Client
  • Anxiety Levels - Gaining Credibility and Trust
  • Helping the Client to Express Issues
  • Setting Suitable Customer Expectations

Who Should Attend?

Anyone whose responsibilities incorporate customer receptiveness to solutions, distance-support to client problems, which require efficient listening and explanatory skills

Prerequisites

No prior experience is assumed

Private Training Courses

We offer private training courses which may be delivered at our training centre or at your premises on dates to suit you and your delegates. Course content can follow the standard course material as listed in the course outline, or can be tailored to your specific requirements at no extra cost.

For a single company private course we normally recommend that any class does not exceed 8 delegates in order to ensure that the learning objectives are met.

Total price per day (ex-Vat)
Number of delegates 1 2 3 4 5 6 Extra Person
At our Reading Training Centre £595 £665 £735 £805 £875 £945 £70
On your premises £595 £665 £735 £805 £875 £945 £70

 

For on-site courses only:

  • Trainer travel and accomodation is charged at cost and we can give you a fixed price quote for this prior to booking.

Course fees are payable in advance and are listed exclusive of VAT.