List of programmes

 

HELP DESK AND CALL CENTRE SKILLS - MANAGING CUSTOMERS SUCCESSFULLY

Medium: In-house only   Location: In-house - By Arrangement
   

Costs: On application   Dates: In-house - By Arrangement
       

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