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Helpdesk
Skills For IT Staff
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If
you're an IT expert but need to brush up on your
communication
and soft skills, this is just for you!
Course
Overview
Let's
face it, you're a technical expert! You know your
stuff, you know the ins and outs about what you are
supporting. But what do you know about telephone
answering techniques, effective questioning, or how
to deal with an irate customer?
Don't
worry help is at hand! This course is specifically
designed to cater for technical professionals who
deal with customers and users.
You
will learn all about customer service,
communication, managing customer frustration,
increasing customer receptivity to solutions,
helping customers explain the real problem, and
efficient listening skills.
You
will then be able to help your customers the first
time that they call and reduce the need for repeat
calls that just clog up the helpdesk lines!
Who
Will Benefit From The Course?
- IT
help desk agents
- Technical
support representatives,
- Technical
help desk engineers,
- Field
engineers
- Other
staff who provide technical support to either
internal or external customers
What Will You Gain From the Course?
- You
will understand and appreciate what it feels
like to be on the other end of poor, good and
excellent customer service
- Helping
the non-technical customer verbalize issues
- Efficient
and effective listening methods
- You
will understand what the expectations and needs
are from your customers
- You
will learn how to alter your tonality,
inflection and how to control your voice
- Dealing
successfully with frustrated customers
- Involve
customers in problem resolution
- You
will learn best practices and telephone
'etiquette' when answering, holding or
transferring calls
- You
will learn how to listen attentively and how to
elicit the callers needs
- You
will learn how to handle complaints effectively
and in a positive way
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Would
You Like To Make An Enquiry Or Ask A Question?
Call
us for FREE
on 0800 849 6732
Email
us at enquiries@mtdhr.com
Complete
our online form
What
Makes MTDHR Different From The Rest?
Reason
# 1
We
Will Design And Deliver A Custom Designed Solution Centred
Around Your Training Needs And Requirements At No Additional
Cost To You.
Reason
# 2
Our
Courses Are Rated 9.1 Out Of 10 On Our Feedback Forms
And 100% Of Our Clients Say That They Would Use Us Again
- Your Staff Will Be In Safe Hands!
Reason
# 3
We
Supply Only The Very Best Trainers For Your Event. We
Will Select The Trainer That Has The Highest Skill Level
And Experience Relative To Your Requirements. Our Trainers
Are Specialists In Their Fields - This Means That Your
Staff Receive The Very Highest Standards Of Training
Content And Delivery.
Reason
# 4
Every
Manager That Attends A Course Run By MTD Will Receive
Unlimited
Post-Course
Email & Telephone Support Whilst They Are Implementing
The Techniques And Strategies That They Have Covered
On The Course. After All, That's When The Real Work
Starts!
Reason
# 5
We
Offer You Great Value For Money. Our courses start from
as little as £695 per day for in-house training.
This provides incredible value for money especially
when you bear in mind that the cost includes:
- All of the preparation time required
in order to gather your requirements and to get an
understanding of your training needs.
- The time and expertise required to
design and develop your bespoke course
- The delivery of your event by a highly
experienced and specialised trainer
- Top quality course materials, manuals,
handouts, assessments etc
- Lifetime unlimited email and telephone
support after the course
- Providing feedback on the success
of the event and on individual training development
needs
Reason
# 6
Our
Delivery Methods Will Ensure That Your Event Is A Success
Or We Will Refund Your Money In Full. We use a variety
of learning methods including accelerated learning techniques,
exercises, case studies, role-plays, emotional intelligence,
competency, team games, business simulations, online
learning and reflective learning techniques.
Reason
# 7
We
Provide Flexible Solutions For Your Training Needs.
Whether It Be Through A Course, One On One Coaching
Or A Management Development Programme, We Can Design
A Tailor Made Solution To Exceed Your Expectations .
Reason
# 8
If
you are looking for an accreditation for your course
we can give you one! We are an endorsed provider with
the ILM (Institute Of Leadership & Management).
That means that we can bespoke a course for you and
then the ILM provides you with course awards and certificates.
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