Helpdesk Excellence Workshop

Mouse Training
London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This course has been designed to allow delegates to explore the role of a Help Desk within an organisation with a view to improving the level of service offered.

Upon completion of this workshop delegates will be able to:-

Understand the importance of their role on the help desk and as part of a team
Identify and appreciate customer needs
Communicate with all customers to achieve effective outcomes
Resolve problems in the most effective way and in line with Help desk procedures
Handle awkward situations in an appropriate and successful way.



Course Outline
The Role of the help desk
What is good service?
Meeting the Needs of the Customers & understanding the customer
Managing Expectations
How you make a difference
Communication by phone, achieving the best outcomes
Working as part of a team
Your individual action plan
Communication Styles & techniques for success
Problem resolution & follow up actions
Assertive behaviour
Managing Difficult Customers
Coping with stress


...''

Phone:+44 (0) 20 7920 9500

School Address:

7th Floor Crystal Gate
28-30 Worship Street
London
EC2A 2AH
United Kindom


Jobs & Resumes: London
Houses & Roommates: London

Customer Care for Public Sector Organisations
Time for Success
Time Management
Communication and Time Management
Selling Professional Services
Negotiating Skills
Interviewing Techniques
Recruitment and Selection Interviewing Skills
Appraisal Interviewing Skills
Train the Trainer
Media Awareness

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