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STI Ltd | Providers of Service Desk & Helpdesk Training.


Service Desk Professional One

FOR WHOM
Service Desk, Helpdesk and support staff that deal with customer problems, queries and service requests on a daily basis. An excellent introduction for new staff or a great refresher for those more experienced.

BENEFITS
At the end of the course attendees will have:

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

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

COURSE OVERVIEW

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

DEALING WITH PROBLEMS

- Incidents and problems

- Information gathering
- Information giving
- Analysis
- Alternatives
- Escalation
- Action Plans
- Prevention

- Root cause analysis

SERVICE
- Good, bad and OK
- Expectations
- Material and personal

TOOLS OF THE TRADE
- Active listening
- Assertiveness and appearing confident

- Safety nets

- How and when to say sorry

- Part and full apologies

- Dealing with non co-operation

- When to involve someone senior
- Questioning skills
- Empathy
- Respond not react
- Be positive!

CALL HANDLING METHODOLOGY

- Service Desk scenario

- Practical work

- Dealing with challenging customers

- Dealing with complaints

- Individual feedback

TEAMWORK
- Teamwork exercises
- What makes a good team?
- Individuals, groups and teams
- Responsibilities

 

EMAIL SKILLS
- Tips and techniques
- Structure


TELEPHONE SKILLS
- Structuring calls
- Voice, attitude and words
- Making effective calls
- Tapes, the things we say!

STRESS AWARENESS

- Common causes

- Symptoms
- Fight or flight syndrome
- Effects
- Lifestyle advice
- Work related advice

 

ITIL OVERVIEW
- Background
- Overview & Core Modules

 

CERTIFICATE IN SERVICE DESK SKILLS

- Attendees have the option of taking the exam

- There is no charge for taking the exam

- Exam taken as last module of the course

- 36 multiple choice questions

- Based on material covered on course

- Results notified individually

- Results can also be  copied to management

- Outcomes are: Unsuccessful, Pass, Distinction and Honours

- 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

Two days.


COST

£695 Standard (+VAT) or 2 Training Credits.


VENUES

London, Bristol, Birmingham, Manchester, Leeds, Glasgow
and Edinburgh. Frequently presented on-site. Please enquire
for quotation.


 

 
 

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.

Considered how Service Desk staff performance is measured and what they need to do, to stand out, for the right reasons.


 

COURSE OVERVIEW

THE CUSTOMER
- Dealing with customer review

YOURSELF

- Coaching skills
- Successfully carrying out project work
- Staleness and how to avoid it!
- Making a case
- How to stand out - for the right reasons!

THE TEAM
- Introducing new staff into the team
- Measuring staff performance

METHOD
Highly participative. A combination of facilitation, discussion and exercise.

DURATION
1 Day

COST
£350 Standard (+VAT) or 1 Training Credit

VENUES
London, Bristol, Birmingham, Manchester, Leeds, Glasgow and Edinburgh. Frequently presented on-site. Please enquire for quotation.


 


Service Desk Professional Two

FOR WHOM
Primarily for experienced Service Desk, Helpdesk and support staff.  Whilst useful, it is not essential to have attended our 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 course attendees 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.

Considered how Service Desk staff performance is measured and what they need to do, to stand out, for the right reasons.


 

COURSE OVERVIEW

THE CUSTOMER
- Dealing with customers review

YOURSELF

- Coaching skills
- Successfully carrying out project work
- Staleness and how to avoid it!
- Making a case
- How to stand out - for the right reasons!

THE TEAM
- Introducing new staff into the team
- Measuring staff performance

METHOD
Highly participative. A combination of facilitation, discussion and exercise.

DURATION
One day.

COST
£350 Standard (+VAT) or 1 Training Credit.

VENUES
London, Bristol, Birmingham, Manchester, Leeds, Glasgow and Edinburgh. Frequently presented on-site. Please enquire for quotation.


 

 


Service Desk Manager

FOR WHOM
Managers and supervisors who have some responsibility for the Service Desk or Helpdesk. Also suitable for team leaders or senior analysts.

BENEFITS
At the end of the course attendees will have:

Considered how good practice is essential to the Service Desk. Particularly to achieve consistently good performance.

Examined various managerial and supervisory skills required to run a consistently effective Service Desk. With emphasis on leading and developing a Service Desk team and the individuals in it.

Learnt various ways and means of dealing well with colleagues, customers and management.

A better focus on how their service is functioning and how it might be enhanced.

Received paper and electronic Good Practice Guide templates. These can easily be tailored to produce a valuable induction, training and appraisal tool.

 

COURSE OVERVIEW

MANAGEMENT SKILLS
- Recruitment interviewing

- Staff development

- Staff appraisal

- Delegation

- Dealing with staff problems

- Teambuilding

 

PROBLEM MANAGEMENT

- Activities involved

- Involving other teams

- A process

 

CHANGE MANAGEMENT
- What is it?

- Service Desk implications

- Service Desk requirements


SLA's AND OLA's
- What are they?

- Service Desk relevance- Benefits

GOOD PRACTICE GUIDE
- What is it?
- Benefits
- What to include?
- How to produce

METHOD
A combination of lectures, exercises, practical work, presentations and discussion. Everyone has the chance to discuss their own situation and particular challenges. A very comprehensive course manual is provided.

DURATION
Two days.

COST
£695 Standard (+VAT) or 2 Training Credits.

VENUES
London, Birmingham, Manchester, Leeds, Glasgow and Edinburgh.
Frequently presented on-site. Please enquire for quotation.


 

 


Service Desk Workshop
- Good Practice Guide

FOR WHOM
Anyone interested in the theory and practicalities of producing a Service Desk Good Practice Guide. This could be a great project for experienced staff to take on.

 

BENEFITS

At the end of the workshop attendees will have:

Received instruction on the relevance and importance of having a Service Desk Good Practice Guide.

Had the chance to discuss their own situation and challenges.

Been given a set of service templates that cover the great majority of likely inclusions.  These templates can easily be tailored to enable you to produce your own unique guide.

Been guided by an extremely experienced consultant who is there to lead the day, answer questions and provide advice and assistance.


Left the workshop with the ability to plan, create and implement a Service Desk Good Practice Guide.

COURSE OVERVIEW

 

WORKSHOP OVERVIEW

- Good Practice Guide Theory

- How to Implement the Guide

- Contents of the Guide

- Consideration, provision and use of templates

- How to keep the Guide up to date

 

METHOD

A combination of facilitation, discussion, syndicate work and lecture.  All attendees will receive a comprehensive set of templates and be encouraged to tailor them to create their own Good Practice Guide.

 

DURATION

One day.

 

COST

£249 Standard (+VAT) or 1 Training Credit.

 

VENUES

London, Bristol, Birmingham, Manchester, Leeds, Glasgow & Edinburgh. Can be presented onsite. Please enquire for a quotation.

 

 


Support Skills Day

FOR WHOM
Primarily for support staff that provide technical assistance to customers or visit them to implement solutions. You may have an excellent Service Desk but if other technical staff lack service giving skills - the customer may still receive poor service.

 

This day also works really well for non IT service providers.  The theory and challenges are the same.  We can and do tailor the material and emphasis of the day.

Clients will be given the opportunity to have input on the content of the day and how it runs.

BENEFITS
At the end of the day attendees will have:

An understanding of the importance of good service giving, teamwork and how they can contribute to giving good service.

Knowledge of some of the key skills and techniques required in effective service giving. Covering how to deal confidently and effectively with customers, even in challenging circumstances.

An understanding of how their attitude and manner greatly influences the opinion of customers, on the quality of service received.

TYPICAL COURSE OVERVIEW
- Service

- Expectations, material and personal

- Behavior - passive, submissive, aggressive and assertive

- Listening

- Dealing well with problems

- Telephone techniques - structure, voice,attitude, words

- Effective site visits

- Service dilemmas

- Teamwork

- Certificate in Support Skills can be taken

METHOD
Highly participative. A combination of facilitation, discussion, exercises and "service dilemmas".

DURATION
One day.

COST
£1475 (+VAT) or 5 Training Credits, for a group of up to 8 attendees.

VENUES
On-site only.


 

 


Professional
Telephone SKills

FOR WHOM
Anyone requiring an introduction to, or refresher of, the skills needed when dealing with colleagues, customers or suppliers on the telephone.

BENEFITS

At the end of the course attendees will have:

Learnt and practiced professional telephone skills.

The know-how to take control of, and structure calls. Enabling the right information to be gathered, in the right order.

Learnt how to sound confident and impart confidence to the caller.

Learnt what is required in making effective calls.


 

COURSE OVERVIEW

WORKSHOP OVERVIEW
- Listening skills
- Opening and closing the call
- Establishing rapport
- Assertiveness
- Controlling and structuring the call
- Questioning skills
- Voice, attitude and words
- Dealing with difficult callers
- Making effective calls
- Certificate in Telephone Skills can be taken


METHOD
A combination of exercises, practical work and discussion. Highly participative. Content will be tailored to suit the environment of the client.


DURATION

One day.


COST

£1475 (+VAT) or 5 Training Credits, for a group of up to 8 attendees.


VENUES

On-site only.

 

 


Dealing with Stress

FOR WHOM
Anyone that works in a stressful job. Particularly for those that deal with customers in the support or service environment.

 

BENEFITS
At the end of the course attendees will have:

 

A clear understanding of what causes stress and how it can affect people in different ways.

The opportunity to identify and discuss stress factors in their particular job.

 

Considered ways of and means of controlling, reducing and eliminating stress.

Undertaken the production of a Personal Action Plan.

COURSE OVERVIEW
- Self assessment questionnaire
- What is stress?
- Fight or flight syndrome
- How does it affect people?
- What are my stressors?
- The holmes-rahe scale
- How can I reduce stress levels?
- Common sense advice, Work related advice
- Stress toys and gadgets
- Personal action plan


METHOD
A combination of lectures, discussions, assessment and exercises. Participation is actively encouraged and the course will be tailored to suit the environment of the attendees.

 

DURATION

Half day.


COST

£995 (+VAT) or 4 Training Credits, for a group of up to 8 attendees

*an additional cost of £480 (+VAT) or 1 Training Credit, to run course twice in one day.


VENUES

On-site only.

 

 


Presentation Skills

FOR WHOM
Anyone that has to deal with challenging or demanding customers. Suitable for service providers in a variety of roles. Particularly geared towards Service Desk, Call Centre and Customer Service staff.

BENEFITS
At the end of the course attendees will have:

A clear understanding of what can lead to customers being 'difficult'.

Considered and practised a tried and tested range of techniques and strategies, useful for dealing with difficult customers.

Had the opportunity to discuss and consider their own particular challenges and situations.

COURSE OVERVIEW
- The customer is always right?
- Who, or what makes customers difficult?
- Service behaviours - passive, submissive, aggressive and assertive
- Dealing with complaints
- General tips and techniques
- Finding a way forward
- Practical work


METHOD
Highly participative. A combination of facilitation, discussion, exercises and practical work. Reasonable tailoring will be included to suit the requirements of individual clients.


DURATION

One day.


COST

£1475 (+VAT) or 5 Training Credits, for a group of up to 8 attendees.


VENUES

On-site only.

 

 


Dealing with

Difficult Customers

FOR WHOM
Anyone that has to deal with challenging or demanding customers. Suitable for service providers in a variety of roles. Particularly geared towards Service Desk, Call Centre and Customer Service staff.

BENEFITS
At the end of the course attendees will have:

A clear understanding of what can lead to customers being 'difficult'.

Considered and practised a tried and tested range of techniques and strategies, useful for dealing with difficult customers.

Had the opportunity to discuss and consider their own particular challenges and situations.

COURSE OVERVIEW
- The customer is always right?
- Who, or what makes customers difficult?

- Difficult comes in all shapes and sizes!
- Service behaviours - passive, submissive, aggressive and assertive
- Dealing with complaints
- General tips and techniques
- Finding a way forward
- Practical work


METHOD
Highly participative. A combination of facilitation, discussion, exercises and practical work. Reasonable tailoring will be included to suit the requirements of individual clients.


DURATION

One day.


COST

£1475 (+VAT) or 5 Training Credits, for a group of up to 8 attendees.


VENUES

On-site only.

 

 


Successful

Problem Solving

FOR WHOM
Anyone interested in an overview of the various processes, skills and techniques required
in successful problem solving.

BENEFITS
At the end of the course attendees will have:

A clear understanding of a tried and tested approach to problem determination and resolution.

Learnt and practised some problem handling techniques. Including taking a creative approach to problem solving and seeking means of preventing reoccurrence.

Determined the importance of teamwork in problem solving and the responsibilities of individuals.

COURSE OVERVIEW
- What is a problem?
- Problem determination and analysis
- Creative problem solving

- Root Cause Analysis
- Action Plans
- Escalation
- Prevention


METHOD
A combination of lecture, exercises and discussion.
The day will be tailored to suit the environment of the client.


DURATION
One day.


COST
£1475 (+VAT) or 5 Training Credits, for a group of up to 8 attendees.


VENUES

On-site only.

 

 


Teambuilding Day

FOR WHOM
Suitable for new teams that are forming or for established teams that need re-energising or a new sense of focus.

BENEFITS
At the end of the day attendees will typically have:

 

Had the opportunity to work together on a major team game.

Eexperienced many of the challenges of teamwork and meeting objectives.

Determined their own natural "role" and "style" within a team.

Looked at the elements that go towards making a "good" team.

Considered their own team and what is required to develop it.

TYPICAL EVENT OVERVIEW


  Morning
- Major team game
- Review performance


  Afternoon
- How teams develop
- Roles within a team
- Current team review
- Produce action plan

METHOD
A very practical and interactive day. There is great use of games, exercises, syndicate work and group discussion. There is an element of fun and very open format to encourage maximum participation.


DURATION

One day.


COST

£1475 (+VAT) or 5 Training Credits, for a group of up to 8 attendees.


VENUES

On-site or we can provide the venue at an additional cost.