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ADMINISTRATION AND SECRETARIAL COURSE

Best Practice in Helpdesk Customer Support

N300,000
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Date and Venue

April 17, 2023 - April 21, 2023
CSS Farm Resort, Nasarawa State.
July 24, 2023 - July 28, 2023
Zaranda Hotel, Bauchi, Bauchi State
Sept. 25, 2023 - Sept. 29, 2023
1084 Boutique Hotel, Port-Harcourt.
Nov. 6, 2023 - Nov. 10, 2023
Top Rank Hotels Galaxy, Ikeja, Lagos

Description

ABOUT THE COURSE

In most IT environments the helpdesk is the interface between IT Support and your customers, and as such it is imperative that this first point of call is both professional and efficient. This 5-day course will enable delegates to master the key techniques that will enable them to deliver an effective first class service to customers of your helpdesk. To do this the course contains classroom delivery, role-plays and team building exercises.

COURSE OBJECTIVES

On successful completion of this course delegates will be able to:

    • Understand how to communicate effectively with customers
    • Deliver a professional service even in crisis
    • Retain and relay crucial information from the customer to technical support
    • Control difficult customers
    • Utilise key telephone techniques for use on the helpdesk
    • Use time management skills to resolve problems fast
    • Identify how to control stress in a busy environment
    • Be both a 'self starter' and work effectively as a team member

TARGET PARTICIPANTS

This course is aimed at both new and experienced helpdesk staff who would like improve their customer service skills in order to raise the helpdesk service to the highest of professional levels. Managers of helpdesks should also note that this course would cut response times and increase the information flow through the helpdesk making your service more cost effective and professional. There are no technical prerequisites for this course.

COURSE CONTENT

    • Understand what the customer expects from the helpdesk and how to exceed expectations
    • Team session
    • Correct communication techniques for dealing with users
    • Team exercise
    • Role play
    • How to effectively handle Problems, User complaints and difficult issues
    • Utilising correct telephone techniques for the helpdesk
    • Role play
    • Employing effective teamwork to make a successful support team
    • Teambuilding exercise
    • Increasing your efficiency through focused teamworking
    • Exploring the necessity of self-management within a team