Customer Service for IT and Helpdesk Professionals

     

Private courses can be held at your site or one of our training venues, and can be customised to fit your requirements.

You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.

We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.

Please contact us to discuss this further on 0191 377 8377.

Defining Customer Service

Understanding the customer service environment
Who is the customer?
Developing a customer service strategy
Committing yourself to providing excellent customer service

Understanding the Role of a Help Desk Representative

Creating a positive first impression
Defining the help desk representative skills
How sharp are your customer service skills?

Developing Customer Service Skills

Attitude is the key to success
Relationship building with the customer - when to & not to...
Professionalism always with whomever you deal with (Joe Bloggs v Colleagues)
Good customer service habits
Ineffective customer service habits
Understanding customer logic theory
Identifying and helping meet the customer's needs
Creating a positive last impression

Creating Customer Service Solutions

Understanding customer service solutions
Taking ownership
Listening and taking notes
Expressing empathy
Utilising questioning techniques
Restating the solution and gaining customer agreement
Following-up
Knowing what your customer really wants

Learning Telephone Skills

Understanding telephone etiquette
Answering the phone
Greeting the caller
Managing the call / transferring calls
Ending the call
Telephone service fundamentals
Good telephone service
Attitude and interpersonal skills
Greeting customers
Effective call handling
Identifying customer needs
Handling difficult calls

Listening Skills

Are you a good listener?
Learning effective listening skills
Five facts about listening
The five most common poor listening habits
Ten ways to improve listening

Working with Body Language

Understanding body language basics
Building rapport with eye contact
Understanding facial expressions
Using hand gestures
Having good posture
Understanding social space issues
Displaying a neat personal appearance

Using Your Voice Effectively

Aspects of a good voice
Identification of common voice problems
Practice techniques for improving voice quality

Working with Difficult Customers

Tackling difficult customers
Take the high road
Helping with the angry customer
Helping the high maintenance customer
Helping other difficult customers
Managing a difficult call
The rewards of good service

Dealing with Stress

Understanding stress
Evaluating individual stress factors
The science of stress
Ways to alleviate stress
Relieving stress with relaxation techniques

Employee motivation and monitoring

Employee motivation
Communication with employees
Employee performance evaluation
Employee monitoring tools

Customer management

Customer expectations
Customer relationship management

Managing for excellent service

Setting service levels
Achieving service levels
Analyzing reports

Communicating information to executives

Information that executives need
Communicating with executives

Training Options

What's Included