Public Zoom IT Help Desk Workshops
November 2020, December 2020, January 2021
IT Help Desk Customer Service Skills Masterclass
Course: IT Help Desk Customer Service Skills Masterclass
Duration: 5 x 1 hour ‘Zoom’ modules
Pricing & Payment
$975.00 (GST inclusive)
Status: Bookings now open
Certificates: Laminated & individually signed certificate on completion
DATE & TIME
Tuesday, 10 November 2020
Tuesday, 17 November 2020
Tuesday, 24 November 2020
Tuesday, 1 December 2020
Tuesday, 8 December 2020
Wednesday, 2 December 2020
Wednesday, 9 December 2020
Wednesday, 16 December 2020
Wednesday, 23 December 2020
Wednesday, 13 January 2020
Tuesday, 12 January 2020
Tuesday, 19 January 2020
Tuesday, 2 February 2020
Tuesday, 9 February 2020
Tuesday, 16 February 2020
Our course addresses common issues faced by IT Help Desk teams on a daily basis. Some of these including:
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?
How to manage repeat offenders involving minor but time consuming issues such as continually needing password resets
How to explain simple remedies to people who simply won’t listen and constantly ‘talk over’ you as you lead them through the process
Dealing with ‘key stakeholder’ interference regarding the most suitable application. How do we deal with friction related issues.
Knowing at what point an issue needs to be escalated and dealing with sarcastic comments from the customer when this point is reached.
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.
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.