Customer Service Skills for Help Desk Professionals

Duration

1 day


Objective

This workshop is designed for the particular requirements of help desk professionals. This course will give your agents the tools and understanding, so that, rather than basic "core" service, they can give excellent "plus" service on each and every call.


Description

This highly interactive workshop is led by a certified trainer and includes both individual and group exercises and role-playing. Participants practice their newly acquired skills by applying them to their own simulated job environments through experientially based exercises, enhancing the transfer of learned skills to on-the-job performance.

For your convenience, the Customer Service for Help Desk Professionals workshop can be conducted at your business location or you can send your agents to attend the workshop at our training facilities. BCE Elix can also customize the workshop to address the specific training needs of your organization.



What topics are covered?

  • Identifying the expectations of external and internal customers and making each call a positive customer experience
  • Communicating simply, succinctly, and effectively on the telephone
  • Applying active, empathetic listening for complete understanding of customers needs
  • Adapting individual communication style to the customer "personality type"; matching and speaking in that style for maximum customer reception
  • Using questioning and verification techniques to manageing the conversation
  • Effectively addressing and satisfying a difficult or irritated customer
  • Negotiating mutually beneficial outcomes
  • Owning the call and going the extra mile
  • Stress management techniques
  • Voice mail etiquette and email tips
  • More details


Registration

Our BCE Elix Contact Centre Solutions Team wants to ensure your satisfaction. We will be pleased to customize this workshop or any of our other offerings to meet your specific needs and give you the tools to improve performance and results.

To register online click here. For more information call: 1-866-348-5502 or email us at infotraining@bceelix.com.



Course Fees

Dedicated Sessions:
$2295.00 per session based on 12 attendees.
Additional attendees, to a maximum of 15 per session: $ 150.00 per attendee.

Customized Sessions:
Same base price as dedicated, plus $195.00 per hour or $1500.00 per day in customization fees.

 


 


©2002-2004 BCE Elix. All rights reserved.
Terms of use | Privacy policy