Description
Course info
Rating
(72)
Level
Beginner
Updated
Jan 5, 2016
Duration
3h 24m
Description

This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.

About the author
About the author

Fran is a qualified and experienced trainer with a wealth of customer service experience and knowledge.

More from the author
About the author

Rich is a qualified and experienced HR professional who is an associate member of the Chartered Institute of Personnel & Development.

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Section Introduction Transcripts
Section Introduction Transcripts

Language
Welcome to our module on language. Now in this module we are going to start by looking at four different areas. The first area we're going to look at is language barriers, so basically if people don't speak the same language as a first language, how do we deal with this? We're then going to look at local colloquialisms, so phrases that are perhaps unique to where you live. Will other people actually understand them? This will be followed by 'tech' speak and I think that one is fairly self-explanatory as to what that means, but we will be looking at that in a little bit of detail and using some role plays to emphasize the points in that. And our final area is going to be communicating with colleagues and really the appropriate way to actually do that.

Communication
Welcome to our communication module. In this module we're going to look at several different areas. The first area we will look at is what is communication? After all, it's a word that everybody banters around, but what do we actually mean by it? We will then move on to how do we communicate? So how do we pass in information from A to B? We'll then look at why does communication matter? I mean, at the end of the day, is it really that important? This will be followed by controllable factors, so things that we have some control over that may influence how effective our communication is, and we will finish with looking at uncontrollable factors. So the non-controllable factors that again have an impact but we can't necessarily do anything about.

Call Opening
Welcome to our call opening module. Let's have a look at what we're going to cover in this. We're going to look at three areas. Why the call opening matters. I mean, at the end of the day, is it really that important? We're also going to look at the manner of communication and again, thinking about, does this have much of an impact? And our final area is appropriate openings and for this bit we're actually going to do a series of short role plays to give you a bit of an understanding about the best way to actually open a call.

The Body of the Call
Welcome to The Body of the Call. In this module we're going to look at three separate topics. The first one is what are you trying to achieve? You really need to have a clear idea of what you want the outcome of the call to be. Our next topic is identifying the customer's main issue. After all, if you don't know what the problem is, how can you help the customer fix it? And our last category is objection handling. For those of you who are new to the industry, you may not know what objection handling is. Do not worry. We guarantee that by the end of this module you will have a much clearer understanding.

Closing the Call
Welcome to Closing the Call. In this module we are going to look at key questions to ask yourself and these are really the questions you need to ask before concluding the call, and we're also going to look at how to actually end the call, so what you should say, what approach you should use.

After the Call
Welcome to our final module, After the Call. So we need to consider certain things that might be relevant once you've actually put the phone down from your last customer. These are: Legal obligations. Actions and systems. And preparing for the next call.