Introduction to Helpdesk Training

• Overview of course topics and personal objectives
• The value of internal and external users to your organisation and the cost of losing them
• Why helpdesk support often falls short and the challenges of communicating by telephone
• The importance of a professional telephone manner

Preparation & Attitude

• How to focus your mindset before speaking with callers
• Maintaining a customer focused attitude whilst delivering technical support
• The impact of negative and positive attitudes over the telephone
• Using the telephone to communicate a positive company ethos
• Speaking to internal helpdesk staff (co-workers) with a professional telephone manner

Core Customer Service Skills

• Active listening skills and effective questioning techniques
• Establishing the needs of customers and leading scenarios forward
• Maintaining consistency and keeping the users needs a top priority
• Handling non-technical users and managing their expectations
• Presenting the reasons for having to escalate technical issues to another department

Going the Extra Mile

• What makes customer service exceptional?
• Building rapport, Matching & Mirroring skills
• Proactive approach and providing alternatives where necessary
• Follow-ups and keeping promises
• Achieving the most from every scenario

Telephone Technique

• Structuring calls
• Confident telephone voice, expressive tone and professional language
• Positive and negative phrases
• Overcoming language barriers and confirming information correctly
• Placing callers on hold correctly
• Taking professional messages
• Closing calls and summarising the outcome

Improving Customer Satisfaction & Retention

• Techniques to gain feedback from customers
• Evaluating customer feedback to establish areas for service improvements

Handling Difficult Situations

• Understanding why people can be challenging
• Keeping calm under pressure
• How to avoid becoming stressed
• Taking control and leading situations forward
• Showing genuine interest and empathy
• Delivering bad news to customers
• Techniques to avoid issues from escalating

Assertiveness Techniques

• The difference between confidence, assertiveness and aggression
• Handle challenging people assertively
• Say "No" assertively and give alternatives
• How to get your point across but still respecting others
• “Fogging” techniques to stay focused under pressure

Training Delivery

Course content is tailored to the needs of each person. Group practicals, case studies and discussions are used to ensure maximum participation from every delegate.

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