Soft skills that compliment technical support teams
A broad and flexible IT support service
A bad helpdesk exchange can be frustrating for everyone involved, individuals and businesses alike. Your Impact specialises in bringing ‘soft skills’ into the IT arena, and making the helpdesk experience as positive and productive as possible.
Our 2-day workshop has six key aims:
Improve customer satisfaction levels
Improve the experience of customers and engineers
Help engineers manage their customers’ expectations
Help engineers manage their workload in a reactive environment
Develop techniques for gathering information
Enhance the helpdesk’s reputation
Your helpdesk team will already have the right technical knowhow, and will want to do a good job. Our advice and guidance will provide engineers with those extra skills for managing day-to-day difficulties and breakdowns in communication – those things which make all the difference.
Designed for IT engineers and helpdesk teams
Course Delivery Methods
Delegates will learn how to:
Understand the helpdesk experience from a customer’s point of view
Prepare effectively for a customer’s call
Plan, make and follow-up customer-service calls
Communicate with customers in a clear, calm and confident manner
Handle difficult situations and manage customer reactions constructively
Even if a problem is not resolved, a customer can still be happy. Happy with how he was handled and happy to give good feedback.
More . . .
Less . . .
Introductions and personal objectives
Self and Time Management in a reactive role
Understanding the drivers of customer satisfaction
Pre Call Preparation – Why is it worth doing
Checklist of things to consider before making/answering the call
First point of customer contact
Ending the call
Giving information to the customer and getting what you need from them
Giving customers information/instructions
Getting commitment from the customer throughout a call
Handling difficult situations
Avoiding some common problem areas
Summary and close
This workshop shares with you the tips, tricks, and techniques that are vital to a successful helpdesk. It provides you with skills, guidance and know how to have a happy customer.
This workshop provides structure. Structure to the first customer interaction, to the call quality and to the information needed to solve the problem efficiently.
One vital missing piece of information can make the problem unsolvable. This leads to unnecessary escalation, increased costs and poor customer relationships.