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Part One (HDA 1) encourages delegates to participate in group exercises and discussions where they will identify the role and responsibilities of the modern help desk, and debate and determine the necessary attributes, skills and knowledge required for the staff.
The importance and relevance of Customer Relationship Management is addressed, including the skills required to develop and maintain good working relationships with customers and peers. The environment in which analysts work and the impact of global support is reviewed, and suggestions offered for ways to ensure that high levels of support are consistently delivered. |
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