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Course Information


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.


No prior experience is assumed


  • Efficient and Effective Listening Methods
  • Understanding and Utilising Telephone Techniques
  • Dealing Effectively with Irritated Clients
  • Involving Clients in Problem Solving
  • Communicating Negative Information Positively
  • Resolving Complaints
  • Compartmentalising Multifaceted Problems
  • Ensuring Client Respect and Satisfaction
  • Promoting Adequate and Appropriate Self-Sufficiency
  • Set Appropriate Client Expectations
  • Communicate Effectively with the Client
  • Diffuse Anxiety Levels
  • Deal Professionally with Frustrated Customers
  • Reduce Miscommunication
  • Endorse Credibility and User Confidence
Public Dates & Prices

There are currently no public dates for this course. This course can be run as a private course either at one of our training centers or at your offices. To get pricing for this use our quote wizard to generate a customised quote or call us on 0118 324 3000 to discuss your requirements.

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1 Day


  • Noel was an excellent tutor. He did check all of the group was able to keep up and if there were any problems or questions of the attendants, he was always willing to help.

    Marianne Seager-Wincanton
  • This was a really good training, nicely paced, very useful and well presented. Thank you, Stuart!

    Joris Latinne-Oracle