Customer Service Skills for Helpdesk Agents workshop

The customer service skills for help desk professionals workshop is a one-day workshop, specifically designed to provide help desk and technical agents with the skills to provide excellent “more” service rather than basic “core” service. Participants would practice their newly acquired skills through experientially based role-play exercises designed to enhance the immediate transfer of skills learned to on the job performance.

The Workshop will Address:

• Identifying the expectations of external and internal customers
• Understanding the help desk ‘best practise’ statistics
• Realising and demonstrating the difference between ‘core’ and ‘more’ service
• Techniques of better communication skills – avoiding jargon and ‘technospeak’
• Listening Effectively Using Active And Interactive Skills
• Assertiveness Techniques
• Demonstrating Call Ownership – it’s not over until you’ve gone the extra mile
• Enhancing Personal Effectiveness Through Stress And Time Management