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

 THE SERVICE DESK IN DIFFICULT TIMES
- Service Desk benefits
- Importance of being cost effective & efficient
- Responsibilities of individuals

 DEALING WITH PROBLEMS
- Information gathering
- Information giving
- Analysis
- Alternatives
- Escalation
- Action Plans
- Prevention
SERVICE
- Good, bad and OK
- Expectations
- Material and personal		 CALL HANDLING METHODOLOGY
- Service Desk 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
- Fight or flight syndrome
- Effects
- Common sense advice
- Work related advice

ITIL OVERVIEW
- Background
- Overview & Core Modules

 CERTIFICATE IN SERVICE DESK 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

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.