SERVICE DESK PROFESSIONAL TWO
For whom: Primarily for Service Desk, Helpdesk and support staff that have previously attended the
Service Desk Professional
One Course. Also suitable for
experienced support staff with a responsibility
for training
new
starters or
covering for managers or supervisors.
Benefits: At the end of the day delegates will
have:
An understanding of the importance of experienced staff setting
a good
example and being available
to advise new starters.
Learnt and practiced some of the skills required in coaching, getting
new
starters up to speed
and avoiding staleness.
The ability to take responsibility for dealing with serious complaints
or
situations.
Plus awareness of spotting
service deficienci.
| COURSE OVERVIEW |
THE CUSTOMER
- Dealing with customer review
- Dealing with complaints |
YOURSELF
- Successfully carrying out project work
- Staleness and how to avoid it!
- Making a case
- How to stand out - for the right reasons! |
THE TEAM
- Coaching skills
- Introducing new staff into the team |
|
METHOD: Highly participative. A combination of facilitation,
discussion
and exercise.
| Duration |
1
Day |
| Cost |
£350
Standard (+VAT) |
| Venues |
London,
Bristol, Birmingham, Manchester, Leeds, Glasgow and Edinburgh. |
|
