Management Training & Development Ltd - Helpdesk Training

Telephone: 0800 849 6732
Email: enquiries@management-training-development.com


Helpdesk Skills Training For I.T Staff

Course Aims

Let's face it, you are a technical expert! You know your stuff, you know the ins and outs about what you are supporting. But what do you know about telephone answering techniques,

effective questioning, or how to deal with an irate customer?

Don't worry help is at hand! This course is specifically designed to cater for technical professionals who deal with customers and users.

You will learn all about customer service, communication, managing customer frustration, increasing customer receptivity to solutions, helping customers explain the real problem, and efficient listening skills.

You will then be able to help your customers the first time that they call and reduce the need for repeat calls that just clog up the helpdesk lines!

Who Will Benefit From The Course?

IT help desk agents
Technical support representatives,
Technical help desk engineers,
Field engineers
Other staff who provide technical support to either internal or external customers

What Will You Gain From the Course?

You will understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service
Helping the non-technical customer verbalize issues
Efficient and effective listening methods
You will understand what the expectations and needs are from your customers
You will learn how to alter your tonality, inflection and how to control your voice
Dealing successfully with frustrated customers
Involve customers in problem resolution
You will learn best practices and telephone 'etiquette' when answering, holding or transferring calls
You will learn how to listen attentively and how to elicit the callers needs
You will learn how to handle complaints effectively and in a positive way

We do things differently...

Top ratings - our courses are consistently rated 9.1 out of 10 on our feedback forms
Personalised content - we will custom design your course to meet your exact requirements at no additional cost.
Risk reversal - We offer an unconditional 100% money back guarantee on EVERY course
FREE ongoing support - each delegate receives unlimited email and telephone support from your trainer after they have attended a course. Whilst you are implementing what you have learned we will be there to help you if you need us.
Large and small business - we design and deliver training courses for the multi-national company as well as small and medium sized businesses

Measure the success of your course/programme - your organisation, like any other, will want to be assured that the training they're spending money on actually works. We can measure the success and effectiveness of your course at no additional cost to you.

Have you got any in-house training requirements in mind?

CALL US

0800 849 6732

EMAIL US

Send us an email to trainingoffice@management-training-development.com

ONLINE FORM

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Helpdesk Skills Training