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Help Desk Skills

  • Duration: 1 Day

Course Information

Overview

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

Target Student

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.


Course Outline

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

Whats included in this course?

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    Course Manual
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    Experienced Trainers
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    Certificate of Attendance
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    Unlimited Post Course Support

If you need something more custom, please get in touch with our team.

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Testimonials

  • I thoroughly enjoyed this course but do feel that the duration should be extended in order to allow more time to cover all of the topics. Noel was a fantastic trainer, happy to answer any questions and very good at explaining how to do something, thank you.

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    Laura Chesters

    HSBC