Course description
Exceptional Service Skills for Technical People/Support – Classroom or Live Virtual Classroom
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.
Upcoming start dates
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.
Certification: CPD Accredited Course
This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.
Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.
Training Course Content
- 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)
Learning Outcomes
- 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
Why choose Hamilton Mercer
UK's leading provider of Customer Service and Personal Development learning
Over 100,000 learners trained
Formed in 2007
Reviews
Average rating 4.8
Situations i cannot plan out in advance always make me feel anxious especially in larger groups of people, however the pace was good and there was no pressure so the experience ...
A useful course, engaging and well presented.
Expenses
The cost for the 1 Day Live Virtual Classroom course is £199 + VAT per learner.
The cost for the 1 Day Classroom course is from £295 + VAT per learner.
Multiple booking discounts are available along with discount for charities.
Tailored Training
Hamilton Mercer deliver this course at your premises or Live Virtual (Zoom or Microsoft Teams) , we will tailor the content to meet your organisation’s needs. Please get in touch for a quote.
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Hamilton Mercer
We’re a leading UK provider of Customer Service Training and Personal Development Courses. We have a passion for inspiring excellence through learning, and a reputation for delivering measurable results. We offer live virtual courses in 90min and 3 hour formats...
We have had all members of our company attend this training over the years and it is the 3rd time I have personally attended the course... and this time was the best yet. The c...