On-line training course catalogue
Service Desk Professional
Type of course: Classroom
| Fee | £800 |
|---|---|
| Days | 2 |
| Course code | PDSDP |
| Location | Oct | Nov | Dec | Jan | Feb | Mar |
|---|---|---|---|---|---|---|
| Leeds Yorkshire | |- | |10 | |- | |- | |12 | |- |
| London King William Street | |- | |- | |1 | |- | |- | |- |
| Malmesbury Wiltshire | |- | |- | |- | |8 | |- | |- |
Booking: click a course date | View location: click location name | Print this page | Download as Word document |
Overview
Effective customer service skills are becoming increasingly important in a Service Desk environment. This course enables delegates to respond to the desire for continuous improvement in quality and productivity, and cope with the demands of working in high pressured, front-end business areas.
This course provides an introduction to the concepts and practices required to build robust teams with a passion for excellent customer service.
Who will benefit?
Anyone within the Service Desk environment who wishes to improve their customer service skills.
By the end of the course you will be able to:
- recognise the fundamentals of good customer service
- improve your communication skills
- understand the importance of Service Level Agreements
- understand the value of Standard Operating Procedures
- manage personal stress in the workplace
- minimise difficulty in dealing with obstructive or difficult people
- take responsibility to improve personal assertiveness
What will the course cover?
Introduction to Customer Service
- How to turn good into excellent service
- A business model for customer service
- An understanding about how business culture affects the Service Desk
- Introduction to Service Level Agreements
- Understand how response times affect customer satisfaction
- Common metrics for performance measurement
- An overview of Operating Level Agreements
- An awareness of Standard Operating Procedures
- Understanding the Data Protection Act responsibilities
- How Standard Operating Procedures and Service Level Agreements work in alignment
- Using Call Architecture to take control of a call
Communication Skills
- Adopting a professional writing style appropriate to the customer
- Avoiding emotion in writing
- Layout and fonts
- Proof reading to avoid misunderstanding
- Professional real-time note-taking
- Verbal communication
- Effective communication
- Understanding vocal elements
- Overcoming barriers to communication
- Active listening
People Skills
- Stress Management
- How to identify behavioural styles within our selves and others
- Assertiveness skills
- Dealing with difficult people
- How to deal with unacceptable behaviour
- Team development
- Personality assessment
- Team Visibility
- Ambassadorial responsibilities that raise the profile of the IT department
- Completion of a personal action plan
Link to this page: http://www.xpertise.co.uk/PDSDP
Xpertise – Service Desk Professional training courses
Xpertise provides Service Desk Professional training courses from 22 UK locations: in Aberdeen Scotland, Altrincham Manchester, Birmingham West Midlands, Bristol South West, Edinburgh Scotland, Glasgow Scotland, Hinckley East Midlands, Leeds Yorkshire, Leeds Yorkshire (Ring Road), London King William Street, London Middlesex Street, London Rosebery Avenue, London Tabernacle Street, Maidenhead Berkshire, Malmesbury Wiltshire, Manchester (Exchange Quay), Milton Keynes Buckinghamshire, Newcastle Tyne and Wear, Reading Berkshire, Stockport Manchester, Swindon Wiltshire and Washington Tyne and Wear – and at 44 partner locations nationwide.
Xpertise Training reserves the right to improve the specification and format of its courses for the benefit of its customers without notice to the customer.