HelpDesk Training

HelpDesk Training

This course has been designed for HelpDesk and Technical support teams who have the demanding task of providing internal & external clients with precise technical advice alongside exceptional customer service.

Who should attend

HelpDesk and Technical Support Staff

Learning Outcome

Communicate professionally with customers, handle difficult situations assertively and consistently give exceptional customer service.

Examples of Course Topics

    • Taking control & leading the call in the right direction
    • Gaining the customers trust & confidence - Building a positive rapport
    • Adjusting the way you communicate when dealing with ‘Non technical’ Users
    • Consistently provide Exceptional Customer Service
    • Exceeding customers expectations - 'Go the extra mile'
    • Assertiveness skills
    • Techniques to Handle difficult customer situations
    • Calming angry & upset individuals
    • How to react to anger & aggressiveness
    • Handling objections and provide positive solutions
    • Using positive words and language when speaking with customers
    • Valuing the importance of every customer to your Organisation
    • Being a team player and work co-operatively towards shared objectives

Group practical's, discussions and activities are used to maximise participation from every delegate.

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Training Format

The HelpDesk training format you choose, will depend on the number of people you would like to train and the availability of your staff. There are two training formats available:

1.) Bespoke In-house Training

• Ideal for training groups of staff.

• Flexible and cost effective Training.

• Design a bespoke Training program to meet the needs of your staff.

• Typical course lengh between 1 - 3 days.

• Training can be held at your premises or a venue of your choice.

• Consultancy and training needs analysis available.

2.) Open Course Workshops

• Exceptional Customer Service

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Make an Enquiry

Please contact us to discuss your Helpdesk training brief: