SYDNEY(02) 9499 3322
MELBOURNE(03) 9909 0524
BRISBANE(07) 3014 0545
ENQUIRE NOW

Public Zoom IT Help Desk Workshops Brisbane

November 2020, December 2020, January 2021

Public Speaking Australia Public Workshops Sydney

IT Help Desk Customer Service Skills Masterclass

Course Details

Course: IT Help Desk Customer Service Skills Masterclass

Duration: 5 x 1 hour ‘Zoom’ modules

Pricing & Payment

$975.00 (GST inclusive)

Payment Options:

Further Information

Status: Bookings now open

Certificates: Laminated & individually signed certificate on completion

Course Dates

WHEN

MODULE

DATE & TIME

November 2020
5 x 1 hour modules

Module 1

Tuesday, 10 November 2020
4pm - 5pm

Module 2

Tuesday, 17 November 2020
4pm - 5pm

Module 3

Tuesday, 24 November 2020
4pm - 5pm

Module 4

Tuesday, 1 December 2020
4pm - 5pm

Module 5

Tuesday, 8 December 2020
4pm - 5pm

December 2020
5 x 1 hour modules

Module 1

Wednesday, 2 December 2020
4pm - 5pm

Module 2

Wednesday, 9 December 2020
4pm - 5pm

Module 3

Wednesday, 16 December 2020
4pm - 5pm

Module 4

Wednesday, 23 December 2020
4pm - 5pm

Module 5

Wednesday, 13 January 2020
4pm - 5pm

January 2020
5 x 1 hour modules

Module 1

Tuesday, 12 January 2020
4pm - 5pm

Module 2

Tuesday, 19 January 2020
4pm - 5pm

Module 3

Tuesday, 2 February 2020
4pm - 5pm

Module 4

Tuesday, 9 February 2020
4pm - 5pm

Module 5

Tuesday, 16 February 2020
4pm - 5pm

Common Issues

Our course addresses common issues faced by IT Help Desk teams on a daily basis. Some of these including:

R

A new application with a long lead time encounters further unavoidable delays. How do we tell our largest customer about the need for further delays?

R

How to manage repeat offenders involving minor but time consuming issues such as continually needing password resets

R

How to explain simple remedies to people who simply won’t listen and constantly ‘talk over’ you as you lead them through the process

R

Dealing with ‘key stakeholder’ interference regarding the most suitable application. How do we deal with friction related issues.

R

Knowing at what point an issue needs to be escalated and dealing with sarcastic comments from the customer when this point is reached.

R

Dealing with customer aggression and abuse

About the Course

At last there is specialist Customer Service Training for all staff and management involved in IT Help Desks & Technical services.

Our tailored in-house workshops will teach your entire team the vital components of ‘positive client interplay and engagement’ to ensure the smoothest possible resolution for a variety of IT & Technical specific interactions.

Your team will learn the keys to ensuring your customer receive a seamless experience when dealing with every touch point in your firm. They will learn that every interaction is geared towards having the customer return and to consider your firm as the reflex choice as their business expands.

Whilst the technical skillset of most IT professionals is extremely strong IT Help Desk Training is able to complete their training and show the importance of efficient customer control and personal interactive skills when dealing with a variety of issues. 

Immediate results

Upon completion of our training you can expect the changes to be both immediate and positive. The quality of the interactions your team have with customers will be more measured and targeted with improved call control techniques in a variety of situations.

Your team members will have learnt to control & manage every customer interaction irrespective of the profile of the client and the nature of the issue at hand.

Our proven techniques can help to greatly reduce employee stress with dealing with friction situations thus reducing staff angst and the inevitable staff churn when disgruntled employees look for other opportunities.

You team member will learn to look for and identify opportunities to expand your involvement with your customers and cement their relationships. We teach the importance of developing an ‘A Team’ mindset and ensure your entire team are cognisant of the enormous number of options available to your existing customers and why it is imperative that every interaction is geared to keeping them satisfied. 

Immediate results

Upon completion of our training you can expect the changes to be both immediate and positive. The quality of the interactions your team have with customers will be more measured and targeted with improved call control techniques in a variety of situations.

Your team members will have learnt to control & manage every customer interaction irrespective of the profile of the client and the nature of the issue at hand.

Our proven techniques can help to greatly reduce employee stress with dealing with friction situations thus reducing staff angst and the inevitable staff churn when disgruntled employees look for other opportunities.

You team member will learn to look for and identify opportunities to expand your involvement with your customers and cement their relationships. We teach the importance of developing an ‘A Team’ mindset and ensure your entire team are cognisant of the enormous number of options available to your existing customers and why it is imperative that every interaction is geared to keeping them satisfied. 

Sydney

Level 5, 115 Pitt Street
Sydney
(02) 9499 3322

Melbourne

566 St Kilda Road
Melbourne
(03) 9909 0524

Brisbane

Level 20, 300 Queen Street
Brisbane
(07) 3014 0545