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Customer Service Skills for the Help Desk
Duration:
1 day
Number of participants:
10
Cybele team:
1 trainer for the training day and the follow up day
Equipment needed:
Training room large enough to house 10 people comfortably with space for smaller group work and room to move around. Also 2 x flipcharts & paper; projector and screen please.
We will use our Digital Voice Coach system throughout the day for “real play” purposes
Programme materials:
Will be supplied by Cybèle including joining instructions for distribution in advance of the programme.
Who's this course for?
People who are working on a helpdesk and want to improve their knowledge and skills of customer service.
Overview
Working on a Help Desk can be quite busy and stressful with lots of different queries and questions being asked by callers. How can you keep your own energy, attention and commitment to these callers during busy times?
Objectives
• Understand how impact is generated and evaluate your own personal impact over the telephone.
• Understand how to direct and control all conversations without bombarding callers with too much information.
• Identify customer service skills – questioning techniques, active listening, rapport building and ownership and responsibility.
• Deal effectively with difficult callers – including handling objections, criticisms and complaints.