Customer Care IT Helpdesk Agents

A practical skill-building workshop for IT Helpdesk agents.
This one day programme teaches customer care skills for delivering excellent support to both technical and non-technical end users. The course establishes and reinforces baseline customer care skills. Programme content emphasises telephone etiquette, excellent communication skills, questions for effective trouble shooting, defusing customer frustration, building user confidence, guiding difficult conversations, creating user satisfaction, and developing a reputation for outstanding IT helpdesk customer care.

Key Topics:

• Why technical skills aren’t enough to assure user satisfaction
• Acknowledge the role of customer expectations
• Recognise standards of professionalism for customer contact
• Basic strategies to develop customer rapport 
• Understand your user’s mode of problem solving
• Identify effective communication techniques with non technical users
• Practice effective listening techniques 
• Key elements in telephone etiquette for phone support
• Vocabulary choice: winning words a phrases
• Questions for effective troubleshooting and guiding the call
• Diplomatic desktop support at the user’s site
• Defuse customer frustration and uncover the real problem
• Set realistic user expectations
• Involve the user in problem solving
• Manage emotions and stress
• Develop a reputation for excellent customer care on your helpdesk