HELP DESK SKILLS - Delivering Exceptional Service Levels

HELP DESK SKILLS - Delivering Exceptional Service Levels






About The Workshop




This practical workshop highlights the need for excellent communication skills in the very specific help desk environment, which leads to customer satisfaction, by promoting a service attitude. Delegates, who will be from a call centre/customer support environment, will develop an acute awareness of customer expectation and learn how to deliver exceptional service levels. Using a mixture of group interaction, trainer feedback and practical exercises including the use of telephone training equipment, delegates will gain confidence in mastering their new skills and improve their professionalism, communication and relationship with the customer.






By The End Of The Workshop Participants Will Be Able To:




Manage customer expectation ensuring a positive outcome


Effectively handle difficult situations


Develop structured call handling skills


Win customer loyalty and repeat business




Workshop Overview:




First Impressions


- using the flexibility in your voice to create the right impression


- how to put impact and authority into what you say




Developing Effective Communication


- discover the elements of effective communication


- how to always achieve the desired result




Misses in Communication


- how to look and sound like you mean what you are saying


- ways to avoid sending conflicting messages




Listening Skills


- how to actively listen - using your whole body, not just your ears


- understand what the barriers and filters of active listening are


- learn how to listen to emotions as well as facts




The Conversation Cycle


- getting the balance right between giving and gaining information


- using the correct questioning techniques


- directing the conversation to a positive conclusion for both you and the customer




The Challenging Customer


- proven strategies for handling complaints and criticisms


- how to turn complaining customers into your biggest advocates




Assertive Communication


- understand the difference between aggression and assertion


- communicate your feelings and emotions effectively through assertive language




Presenting A Quality Service


- seeing the service through your customer’s eyes


- understanding the customers’ expectations and wants