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

  Brochure EN

  Brochure VN