Making the Difference... on the Helpdesk, Thales Training Consultancy

MAKING THE DIFFERENCE... ON THE HELPDESK

Duration:

1 day (In-Company or Customised Course only)

Price:

On Request

Locations Available:

Suitable For:

This course is suitable for ‘Help Desk’ professionals who work closely with the internal or external customer. The course identifies that providing a service to others implies the ability to build positive relationships and communicate effectively. A key focus of the course is effective questioning techniques. Its purpose is to gain information from your customer for accurately identifying their needs and offering the most suitable solutions. By attending the course, the participant will recognise the importance of treating each customer as an individual.

Benefits of Attending:

By the end of the course participants will be able to:

Enhance their skills for establishing the customer’s needs and priorities
Use questioning techniques to establish the expectations of the customer
Appreciate the impact of the ‘help desk’ customer information cycle when building positive relationships
Review their skills for dealing with aggression and resolving conflict over the phone

Related courses in our range include:

Making the Difference.. with Customers
Making the Difference... with your Attitude

Course Outline:

Creating a Professional Image in a ‘Help Desk’ Environment

How our behaviour and attitude affects Customer Service
The positive outcomes of responding thoroughly to customer needs

Internal v. External Customer Service

What is the difference in Internal and External Customer expectations?
Tailoring the service to meet these expectations

The ‘Customer Information Cycle’

Recognising the stages of the cycle and the impact on the customer
The skills required for each stage of the cycle
Recognising and developing important relationships

The use of key communication skills to establish the Customers Needs

Using effective listening skills over the telephone
The types of questions and their benefits over the telephone
How questions give the customer confidence
Identifying the types of questions which result in accurate onward messages

Dealing with Aggression and Resolving Conflict

How does aggression manifest itself over the telephone?
Techniques for delivering positive solutions in conflict situations

Practical application of the skills learned

Perfecting the best practice techniques in realistic scenarios

Action Planning

Developing individual action plans for implementation back in the workplace