2022-07-08
2022-07-08
2022-07-08
2022-07-08
2022-07-08
2022-07-08
2022-07-07
2022-07-07
2022-07-07
2022-07-07
2022-07-07
2021-03-23
2021-01-05
2020-02-19
2020-02-18
2020-02-18
2019-08-14
2019-05-03
2019-04-09
2019-01-07
2016-01-12
2016-01-12
2015-11-18
2015-11-18
2015-11-18
2015-11-18
2015-11-18
2015-07-12
2015-07-12
2015-07-06
You will learn how to:
- Understanding the important of Service Desk to build IT Department’s image with customer
- Apply best practice teamwork to build the team
- Apply best practice communication techniques to connect with your customer
- Choose and apply techniques that create customer loyalty and exceed expectations
- Respond positively and constructively to customer problems
Module 1: Introduction to IT Support Service
- The evolution of Information Technology
- The evolution of IT Service Desk
- The Successful IT support components
- The Information technology driven
- Introduction to Customer Service
Module 2: Service Desk Professional
- Service Desk functions
- Service Desk objectives
- Service Desk benefits
- Service Desk organization structures
- Service Desk Roles and Responsibilities
- Service Desk required skills
- Service Desk staffing
- Measuring Service Desk performance
- Outsourcing the Service Desk
- Cost center versus Profit center
- Service Desk consideration factors
Module 3: Effective Service Desk Teamwork
- Characteristics of a successful team
- Building a solid team with Tuckman model
- Managing conflict in a team
- Understanding your role in the Service Desk
- Contributing to team goals
- Communicating effectively in a team
Module 4: Professional Telephone Skills
- Intoduction to power of Telephone
- Common Telephone technologies
- Handling calls professionally from start to finish
- Knowing when and how to transfer calls
- Fine turning your telephone skills
Module 5: Effective Listening and Communication Skills
- Being an active listener
- Knowing what to listen for
- Communicating with customers
- Tone of voice
- Understanding customer communication styles
Module 6: Managing Difficult Customer Situations
- Handling difficult customer situations
- Winning over difficult customers
- Calming irate customers
- Keeping yourself in control
- Stress management techniques
Module 7: Solving and Preventing Incidents and Problems
- Introducing to solve incidents & problems process
- Gathering the data to create Information
- Diagnosis the Incident
- Asking Questions
- Simulating the Customer’s Actions
- Using Diagnostic Tools
- Developing and Executing a Course of Action
- Taking Incident Owner Responsibilities
This course is intended for those as below:
- Service Desk Staff
- IT Helpdesk Staff
- Customer Service Staff
- Technical Support
- Front-line or Support Staff
- Service Desk Supervisor
- Service Desk Team Leader
- IT Operation Manager
- Service Desk Manager
- Any IT Staff who would like improve the customer service competency
Class training methods
Values
- CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
- RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
- COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
- TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
- PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
- IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
- IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business
Contact Info |
Public Training Schedule |
Phone: +84 (0)862 718 187 Email: [email protected] |
Please click below link to view our public training schedule |
Brochure VN
The International Software Quality Institute (iSQI®) is a
Đào tạo Service Desk Professional
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Floor 1st, 16-18 Xuan Dieu Street, Ward 4, Tan Binh District, HCMC, Vietnam
(+84-28) 6271 8187
[email protected]
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