SERVICE DESK PROFESSIONAL ONE

FOR WHOM: Service Desk, Helpdesk and support staff that deal with customers, their problems and queries, on a daily basis. An excellent introduction for new staff or an invaluable refresher for those more experienced.

BENEFITS: At the end of the course the delegate will have:

Learnt and practiced the behavior and skills required of a professional support giver. Covering how to deal confidently and effectively with customers, even if they cannot solve the problem.

Received some individual coaching and feedback on their service giving manner.

Examined the benefits of teamwork and the importance of providing consistently professional service.

EXTRA BENIFIT: Prepared to take our “Certificate in Service Desk Skills” exam.

COURSE OVERVIEW
SERVICE
- Good, bad and OK
- Expectations
- Material and personal
 CALL HANDLING METHODOLOGY
- Helpdesk scenario
- Practical Work
- Dealing with challenging customers
- Dealing with complaints
- Individual feedback
TOOLS OF THE TRADE
- Active listening
- Assertiveness and sounding confident
- Questioning Skills
- Information gathering methodology 		 TEAMWORK
- Teamwork exercises
- What makes a good team?
- Individuals, groups and teams
- Responsibilities
TELEPHONE SKILLS
- Structuring calls
- Voice, attitude and words
- Making effective calls
- Tapes, the things we say! 		STRESS AWARENESS
- Self assessment questionnaire
- Fight of flight syndrome
- Effects
- Common sense advice
- Work related advice
DEALING WITH PROBLEMS
- Information gathering
- Information giving
- Analysis
- Alternatives
- Escalation
- Action Plans 		CERTIFICATE IN HELPDESK SKILLS
- Attendees have option of sitting exam
- Exam taken at end of course
- 36 multiple choice questions
- Based on material covered on course
- Results notified individually
- Registered certificate awarded

 ITIL OVERVIEW
- Background
- Overview & Core Modules

  

METHOD: A combination of facilitation, exercises, practical work and discussion. Highly participative, everyone receives positive feedback from the tutor and the rest of the group.
Duration 2 Days
Cost £695 Standard (+VAT)
Venues London, Bristol, Birmingham, Manchester, Leeds, Glasgow and Edinburgh.
Frequently presented on-site.