Show findcourses.co.uk as: Mobile

Helpdesk Customer Service Skills for Technical Staff

Hamilton Mercer
Course summary
1 day
345 GBP excl. VAT
English
Open / Scheduled
Next available date: 12/09/2019 09:30 - London
Course Dates
London
12/09/2019 09:30 
345 GBP
16/10/2019 09:30 
345 GBP
28/11/2019 09:30  (English)
345 GBP
Course description

Course description

Helpdesk Customer Service Skills for Technical Staff: 1 Day

Do you sometimes struggle when dealing with non-technical people? Would you like to learn how to deliver customer service that gets results? Good helpdesk technical service goes beyond just specialist know-how – it’s about communicating effectively with customers and colleagues and organising your work so that you can solve problems in a fast and efficient manner.  

Hamilton Mercer’s Helpdesk Customer Service Skills for Technical Staff course has been developed using real-life scenarios and industry best practices to give any technical helpdesk staff member the skills they need to close tickets on time and become a valuable team asset.

You’ll learn how to keep calm under pressure, communicate with non-technical people and deliver great service that builds a reputation of trust.

Suitability - Who should attend?

Hamilton Mercer’s Helpdesk Service Skills for Technical Staff Course is suitable for anyone working in a technical helpdesk looking to improve their personal or team’s helpdesk efficiency skills.

Outcome / Qualification etc.

Helpdesk Customer Service Skills for Technical Staff Course objectives:

  • Discover the principles of good service
  • Learn how to respond effectively to challenging customer queries
  • Learn how to organise and prioritise workloads
  • Discover techniques for communicating with non-technical staff and customers
  • Find out how to educate customers in a language they understand
  • Deal effectively with challenging work situations and behaviour

Training Course Content

Hamilton Mercer’s Helpdesk Customer Service Skills for Technical Staff Course is structured as follows:

  • Service Principles
  • Defining Service Standards
  • Managing Customer Expectations
  • How to Say ‘No’ Proactively and Deliver Bad News
  • Giving Diplomatic Feedback
  • Prioritising Technical Tasks and Managing Easy Fixes
  • Dealing with Constant Interruptions
  • Speaking to Non-Technical People
  • Keeping Users Informed and Educating Them Tactfully
  • Dealing with Impatience (Customers’ and your Own)

Expenses

The cost of this course is 345 GBP + VAT

About provider

Hamilton Mercer

Who Choose Hamilton Mercer?

Hamilton Mercer is a leading UK provider of customer service and personal development training. From training centres in London’s Covent Garden, Birmingham and Manchester, its team inspires excellence through learning and delivers measurable results. The Hamilton Mercer method works for...


Read more and show all courses with this provider

Request info

Fill out your details to find out more about Helpdesk Customer Service Skills for Technical Staff.

  Contact the provider

  Get more information

  Register your interest

Contact info

Hamilton Mercer

20 Mercer Street
WC2H 9HD London

 Show phone number
www.hamiltonmercer.co.uk

Reviews

Rushcliff Ltd, Sales and Admin Manager
(5)
Anne Marie was very pleasant, confident and her delivery was great! The training was very useful improve my awareness of customers views on situations, I look forward to putting the training into action
Rushcliff Ltd, Software Support Specialist
(5)
The personal development plan is really useful for me. I appreciate having one page that I can flick to when I might need “reminding “of the skills that I have learnt. I also like having the 5 step process for delivering bad news to help me in those stressful periods. I have found the whole course interactive and a great learning experience. Tha...
Show more
United Response, 1st Line Support
(5)
Indeed thought provoking! Makes you think about your attitude towards customers when dealing with an issue weather good or bad
Request Information

Find out more about this Helpdesk Customer Service Skills for Technical Staff course - simply fill out your details:

Reviews
Helpdesk Customer Service Skills for Technical Staff
Course rating
(4.8)
Based on 38 reviews
U.K. L&D Report: 2019 - Benchmark Your Workplace Learning Strategy

Are you curious about the L&D strategies of some of the U.K.'s top companies?

Find out what they're up to in findcourses.co.uk's second annual U.K. L&D Report!

uk-ld-report-2019

Learn more