Help Desk Skills

1 day

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

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