HELP
DESK AND CALL CENTRE SKILLS - MANAGING CUSTOMERS SUCCESSFULLY
Medium: |
In-house only |
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Location: |
In-house - By Arrangement |
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Costs: |
On application |
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Dates: |
In-house - By Arrangement |
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DESCRIPTION
To
provide an effective Help Desk or Call Centre Service requires many
skills. We must have not only the requisite technical knowledge but
also a commitment to our work and an ability to handle both ourselves
and our customers effectively.
We must be able to relate to people with diverse backgrounds and
needs. We must also be able to meet the demands of even the most
challenging customers in a professional manner while at the same
time meeting service objectives and supporting ourselves so we are
able to cope with the demands our role requires of us.
OBJECTIVE
The
objective of this one day programme is to assist Help Desk and Call
Centre staff in developing and updating the skills required to manage
customers successfully and thus ensure that the service and support
provided to clients is of the highest possible standard.
CONTENT
Topics covered in the workshop include the following:
- Help
Desk - Call Centre Service Overview
- Factors
which make customer service difficult
- Your
attitude to customer service
- Taking
responsibility for customer satisfaction.
- Effective
Communication and Customer Service
- Habits for effective Help Desk service - an overview
- Beginning
with the desired outcome in mind - applying these
habits to client service and performance standards
- Telephone
communication skills.
- Managing
Customers Successfully
- Working
with challenging customers
- Getting
our message across effectively
- Handling
criticism from customers constructively
- Keeping
conflict to a minimum
- Using
negotiation skills for quality outcomes
- Conveying
"bad news" constructively
- Dealing
with abusive customers, upset customers, and
customers under stress
- Managing
on the job pressure and stress.
- To contact us about a customised in-house programme for presentation on the site of your choice click here
- For details of our public programmes click here
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