SERVICE MANAGEMENT TRAINING & CONSULTANCY SINCE 1989
STI COURSES
PLEASE SELECT ONE OF THE FOLLOWING COURSES FOR FURTHER INFORMATION
Public Courses:
Certificate in Service Desk Skills - Level 1
Certificate in Service Desk Skills - Level 2
Certificate in Service Desk Management
Service Desk Workshop - Good Practice Guide
On-Site Courses:
Support Skills Day
Professional Telephone Skills
Dealing With Stress
Presentation Skills
Dealing With Difficult Customers
Successful Problem Solving
Teambuilding Day
Certificate in Service Desk Skills
- Level 1
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:
Considered 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.
Examined the benefits of teamwork and the importance of providing consistently professional service.
Prepared to take the “Certificate in Service Desk Skills - Level 1” test.
Received an e-voucher to enable them to take the test online.
COURSE OVERVIEW
THE PROFESSIONAL SERVICE DESK
- Service Desk Theory (ITIL definition)
- Service Desk benefits
- Importance of being cost effective & efficient
- Responsibilities of individuals
- Difficult times
SERVICE
- Good, bad and OK
- Expectations
- Material and personal
DEALING WITH INCIDENTS
- Incidents and problems (ITIL definitions)
- Information gathering
- Information giving
- Analysis
- Alternatives
- Escalation
- Action Plans
- Prevention
- Route cause analysis
THE SERVICE GIVING TOOLKIT
- Active listening
- Assertiveness and appearing confident
- Safety nets
- Giving bad news
- 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!
TELEPHONE SKILLS
- Structuring calls
- Voice, attitude and words
- Making effective calls
- Tapes, the things we say!
WRITING SKILLS
- Good practice
- Effective emails
DEALING WITH CUSTOMERS
- Tips and thoughts
- Reasonable
- Angry
- Rude
- Talkative
- Quiet
- Know all
- Challenged
- Interrogator
TEAMWORK
What makes a good team?
- Individuals, groups and teams
- Responsibilities
THE SERVICE DESK PROFESSIONAL
- Now and the future
- What is a Service Desk professional?
CERTIFICATE IN SERVICE DESK SKILLS - Level 1
- Candidates can take the test online whenever they choose
- 40 multiple choice questions
- Pass mark 75%
- Based on material covered
- Results notified immediately and can be copied to management
- Certificate awarded plus entry onto Certificate Holders Register
- Retake available at £25 (+VAT)
METHOD
A combination of facilitation, exercises, practical work and
self-study. The day is made as interactive as possible.
DURATION
One day. Two sessions, usually 0900-1215 & 1245-1600 with a break in each.
ONLINE PUBLIC COURSE COST
Includes workbook, online test voucher and a day of "live" live tutorial sessions. The cost is 1 Training Credit per person.
Click here for Training Credit costs and details.
A virtual “onsite” course can be created for clients. This will involve complimentary “localising” of the course workbook and some of the exercises. This is to help address real life challenges faced by your team. The cost is 1 Training Credit per attendee
and a minimum of 5 attendees will be charged for.
SELF STUDY COST
Includes workbook and online test voucher. £99 (+VAT) or bundle with Level 2 for £169 (+VAT).
FOR WHOM
Primarily for experienced Service Desk, Helpdesk and support staff. Anyone can attend the course but candidates must have achieved
Level 1 before they can take the Level 2 test.
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.
Prepared to take the "Certificate in Service Desk Skills - Level 2" test.
Received an e-voucher to enable them to take the test online.
COURSE OVERVIEW
CUSTOMER SERVICE (LEVEL 1) REFRESHER
- A brief review of front line skills & techniques
INDUCTING NEW STAFF INTO THE TEAM
- First day, first week, first month, after 3 months
- Mentoring
COACHING
- Learning styles
- Coaching theory, methods & styles
- Measuring success
HOW ARE WE DOING?
- KPI's, What do managers want from Service Desk staff?
SUCCESSFUL PROJECT WORK
- Project ideas, process and a plan
STALENESS
- What is it? How does it show? How to combat it
MAKING A CASE
- Report formats
- Presenting incidents
- Idea generation
- Presenting ideas
HOW TO STAND OUT - FOR THE RIGHT REASONS!
- How to excel
- Self promotion
CERTIFICATE IN SERVICE DESK SKILLS - Level 2
- Candidates must have already achieved Level 1
- Candidates can take the test online whenever they choose
- 40 multiple choice questions
- Pass mark 75%
- Based on material covered
- Results notified immediately and can be copied to management
- Certificate awarded plus entry onto Certificate Holders Register
- Retake available at £25 (+VAT)
METHOD
A combination of facilitation, exercises, practical work and self-study.
The day is made as interactive as possible.
DURATION
One day. Two sessions, usually 0900-1215 & 1245-1600 with a break in each.
ONLINE PUBLIC COURSE COST
Includes workbook, online test voucher and a day of "live" interactive tutorial sessions. The cost is 1 Training Credit per person.
Click here for Training Credit costs and details.
A virtual “onsite” course can be created for clients. This will involve complimentary “localising” of the course workbook and some of the exercises. This is to help address real life challenges faced by your team. The cost is 1 Training Credit per attendee and a minimum of 5 attendees will be charged for.
SELF STUDY COST
Includes workbook and online test voucher. Certificate in Service
Desk Skills - Level 1 must be achieved before Level 2 can be taken.
£99 (+VAT) or £169 (+VAT) when bnmdled with Level 1.
Certificate in Service Desk Management
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:
Been encouraged to produce and maintain a Service Desk Good Practice Guide.
Considered range of tried and tested managerial and supervisory techniques that are tailored to the Service Desk environment.
Looked at how to deal with the most common Service Desk staff problems.
Prepared to take the "Certificate in Service Desk Management" test.
Received an e-voucher to enable them to take the test online.
COURSE OVERVIEW
GOOD PRACTICE GUIDE
- A set of standards and preferred approaches for dealing with customers.
INTERVIEWING & SELECTION
- A process for choosing candidates and interviewing them with many sample interview questions.
DEVELOPING STAFF
- A tried and tested approach to staff development.
DELEGATION
Why? Why not? The process.
TIME MANAGEMENT
- The challenge, the reasons, time stealers, techniques.
TEAMBUILDING
- What makes an effective team? Service Desk teambuilding approach.
DEALING WITH STAFF PROBLEMS
- Most common Service Desk staff problems, tailored approaches, a general approach.
CERTIFICATE IN SERVICE DESK MANAGEMENT
- Candidates must have already achieved Levels 1 & 2
- Candidates can take the test online whenever they choose
- 40 multiple choice questions
- Pass mark 75%
- Based on material covered
- Results notified immediately and can be copied to management
- Certificate awarded plus entry onto Certificate Holders Register
- Retake available at £25 (+VAT)
METHOD
A combination of lectures, exercises, practical work, presentations and discussion. Everyone has the chance to discuss their own situation and particular challenges.
DURATION
One day. Two sessions, usually 0900-1215 & 1245-1600 with a break in each.
ONLINE PUBLIC COURSE COST
Includes workbook, online test voucher a day of "live" tutorial sessions. The cost is 2 Training Credits per person.
Click here for Training Credit costs and details.
A virtual “onsite” course can be created for clients. This will involve complimentary “localising” of the course workbook and some of the exercises. This is to reflect real life challenges faced by your desk. The cost is 1 Training Credit poer attendee and a minimum of 5 attendees will be charged for.
SELF STUDY COST
Includes workbook and online test voucher. Certificate in Service Desk Skills Levels 1 & 2 must be achieved before Certificate in Service Desk Management can be taken.
£99 (+VAT) or or bundle with Levels 1 & 2 for £199 (+VAT).
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. Two sessions, usually 0900-1215 & 1245-1600 with a break in each.
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
METHOD
Highly participative. A combination of facilitation, discussion, exercises and "service dilemmas".
DURATION
One day. Timings to be agreed with client.
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
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. Timings to be agreed with client.
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. Timing to be agreed with client.
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. Timings to be agreed with client.
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. Timings to be agreed with client.
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. Timings to be agreed with client.
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. Timings to be agreed with client.
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.