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Helpdesk Skills Training

 

Helpdesk staff are experts at dealing with technical issues, but are they providing customers with exceptional service and communicating in a professional manner? Balancing technical support and exceptional service improves customer relationships and gives greater job satisfaction for helpdesk staff.

 

Who Should Attend?

Helpdesk staff including software and technical support, field engineers, systems developers,

IT trainers, administrators, service desk team leaders and managers.

 

Learning Outcome

Handle Pressure

  • Work with continual interruptions
  • Manage visitors and callers simultaneously
  • Cope with the pressure to resolve problems
  • Understand stress & control your reactions
  • Manage people's expectations

 

Effective Communication Skills

  • Identify your strengths and weaknesses
  • Active listening & effective questioning
  • Build rapport and gain the trust of people
  • Email vs telephone communication
  • Make a great first impression
  • Positive body language and expressions

 

Call Structure and Telephone Manner

  • Take control and lead situations forward
  • Establish callers needs in a timely manner
  • Close calls and summarise the outcome
  • Take professional messages
  • Focus mindset before answering calls
  • Develop a professional telephone voice
  • Show enthusiasm using voice inflection
  • Place calls on hold and transfer correctly
  • Positive and negative phrases

Exceptional Customer Service

  • Help non-technical users to describe issues
  • Keep people informed & explain timescales
  • Techniques to create a memorable experience
  • Consistent service with a positive attitude
  • Offer alternatives where possible

 

Handle Difficult Situations

  • Minimise the impact of issues
  • Strategies to calm angry & aggressive people
  • Show genuine empathy & interest with issues
  • Regain the trust of let-down customers
  • React positively to impatient people
  • Present bad news in a positive manner

 

Assertiveness Techniques (Internal Use)

  • Work towards win-win outcomes
  • Establish the facts and gain clarification
  • Say “No” without sounding abrupt
  • Decide on the correct level of assertion to use
  • Passive, aggressive & assertive behaviour

 

Course Delivery

  • Interactive group discussions
  • Group practical’s are tailored to the individual needs of delegates
  • Plenty of personal coaching is given
  • Training manual provided to record scenarios practiced in the course
  • Delegates complete a detailed action plan to ensure skills are implemented

 

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Training Format

 

Tailored In-house Training (Suitable for Training Groups of Staff)

 

  • Training can be delivered at your premises or a venue of your choice throughout the UK.
  • Course length, topics, delivery style and practical's are tailored to your requirements.
  • Tailored Course Manual & Certificate Awarded.

Please contact us to discuss your training requirements - Click Here >

 

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Clients Include

 

 

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Help desk Training UK

Helpdesk Training
Call 0800 121 4660
Email info@hamiltonmercer.co.uk
Enquiry form Click here

“The helpdesk training was very useful. We have all learnt something new.”

Helpdesk Support Officer
AstraZeneca

 

“I found the helpdesk training very useful and intend to put what I have learnt in to practice immediately. The trainer was very friendly, professional and kept my interest levels high throughout the day.”

Helpdesk Support
Satellite Information Services

 

“Interesting course. The Trainer got everyone involved and working as a group to improve communication, approach and mannerisms. I would recommend this helpdesk training course.”

Data Centre Manager
Internet Facilitators Limited

 

“I thought the course was excellent, I will always try to reassure a customer even when I can’t help them. I thought the training was very interactive, the trainer had a very good teaching style and was very demonstrative.”

IT Helpdesk Support

Greenwich PCT

 

“I have learned how to conduct calls politely and leave a positive impression. I have also learned how to be more reassuring to customers. I would recommend this course to a colleague.”

Helpdesk Operator

BASF

 

“The course was very good and well presented. It covered all areas needed for my job role and I have learned better ways to handle phone calls and face to face customers. I found the call structures most beneficial. The trainer was very good, she had great communication and presentation.”

Helpdesk Support

Balfour Beatty

 

HelpDesk Training