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Learn to establish a positive, professional connection with customers with our Customer Service Excellence for the Service Desk Professional (IT Help Desk). Help desk / service desk and support center staff must possess the ability to diagnose problems and deliver solutions that enable customers to keep working… all while establishing an emotional connection, and projecting a positive, professional message. It is understandable that support professionals can become so caught up in the technology and internal process required in delivering IT service availability that the key element – service – becomes lost.
Customer Service Excellence for the Service Desk Professional (IT Help Desk) workshop is a two (2) day workshop. Support professionals will develope, improve, or perhaps merely revitalize, the skills they need to deliver excellent customer service.
At the end of this Customer Service Excellence for the Service Desk Professional (IT Help Desk) workshop, learners will be equipped with the essential customer service and support skills needed to enhance productivity, effectiveness and increase customer satisfaction.
In our course you will learn to understand and exceed customer expectations, improve communication and listening skills, effectively use email, voice mail and the web to deliver support, solve problems efficiently and methodically, handle difficult customer situations and minimize stress, and you will learn how processes help overcome organizational pain points.
This course is delivered by instructors with expertise in this area who not only understand the dynamics of IT Help Desk Support, but who understand and love delivering adult education.
Learners will learn to:
2 Days Course