Help desk skills
Starting dates and places
This product does not have fixed starting dates and/or places.
Description
Delivering Exceptional Service Levels
Who Should Attend And Why
This practical workshop highlights the need for excellent communication skills in the very specific help desk environment, which leads to customer satisfaction, by promoting a service attitude. Delegates, who will be from a call centre/customer support environment, will develop an acute awareness of customer expectation and learn how to deliver exceptional service levels.
Using a mixture of group interaction, trainer feedback and practical exercises including the use of telephone training equipment, delegates will gain confidence in mastering their new skills and improve their professionali…
Frequently asked questions
There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.
Delivering Exceptional Service Levels
Who Should Attend And Why
This practical workshop highlights the need for excellent communication skills in the very specific help desk environment, which leads to customer satisfaction, by promoting a service attitude. Delegates, who will be from a call centre/customer support environment, will develop an acute awareness of customer expectation and learn how to deliver exceptional service levels.
Using a mixture of group interaction, trainer feedback and practical exercises including the use of telephone training equipment, delegates will gain confidence in mastering their new skills and improve their professionalism, communication and relationship with the customer.
By The End Of The Workshop Participants Will Be Able To:
Manage customer expectation ensuring a positive outcome
Effectively handle difficult situations
Develop structured call handling skills
Win customer loyalty and repeat business
Workshop Overview
First Impressions
using the flexibility in your voice to create the right
impression
how to put impact and authority into what you say
Developing Effective Communication
discover the elements of effective communication
how to always achieve the desired result
Misses in Communication
how to look and sound like you mean what you are saying
ways to avoid sending conflicting messages
Listening Skills
how to actively listen - using your whole body, not just your
ears
understand what the barriers and filters of active listening
are
learn how to listen to emotions as well as facts
The Conversation Cycle
getting the balance right between giving and gaining
information
using the correct questioning techniques
directing the conversation to a positive conclusion for both you
and the customer
The Challenging Customer
proven strategies for handling complaints and criticisms
how to turn complaining customers into your biggest advocates
Assertive Communication
understand the difference between aggression and assertion
communicate your feelings and emotions effectively through
assertive language
Presenting A Quality Service
seeing the service through your customer's eyes
understanding the customers' expectations and wants
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Do you have experience with this course? Submit your review and help other people make the right choice. As a thank you for your effort we will donate £1.- to Stichting Edukans.There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.