Course Overview
This two day skills training and certification course introduces the skills, processes and techniques required to provide exceptional customer service and support. It applies to Helpdesk, IT Support and call centre staff in internal or external telephone customer support environments. It is designed for staff with less than one year of experience and leads to the internationally recognised HDI qualification for Customer Support Specialists (CSS).
Audience
Customer service staff, Call Centre, Helpdesk or IT Support staff with less than 9 month's experience
Analysts looking for a refresher in essential support skills
Those wishing to gain an entry-level professional qualification in IT Service & Support.
Course Outline
A thorough introduction to the Helpdesk or Customer Support Centre, and its importance to today's organisation. This course provides a practical introduction in the key concepts, skills and competencies required to deliver professional and effective support, communicate professionally, manage expectations and deliver first class customer service.
Professionalism:
Everything you need to know about the role, importance and responsibilities of the
Support Centre in today's business environment
- Maintaining and preserving the IT Organisation's image
Developing a positive & professional Customer Service Attitude
Becoming a Customer Support Specialist - Delivering effective & consistent support
- Cultural Sensitivity and Developing a Global Perspective
Skills Gained
Strategies for satisfying customers
How to handle support requests quickly and consistently
Active listening and effective communication skills
Strategies for handling difficult customer behaviours
Characteristics of successful teams
Incident documentation, updates & escalation
- Practical preparation for passing the Customer Support Specialist examination
Processes:
Knowledge of core ITIL Service Support processes (incident, problem and change)
Service Management processes - understanding the need and value of
Performance Metrics and Quality Assurance monitoring
Service Level Agreements (SLAs) - their importance & value
