Who should attend?
This entry level course is suited to staff new to the telephone customer service environment, or those looking for a refresher in essential customer service and telephone support skills.
What is it about?
A thorough induction to the Customer Service Desk and its importance to today's organisation, this course provides a practical introduction in the key concepts, skills and competencies required to deliver professional and effective support.
What will I get out of it?
- A clear understanding of the role and responsibilities of a Customer Support Agent
- Knowledge of core Service Management processes (incident and problem)
- Confidence to provide professional telephone support
- Essential skills and competencies to deliver efficient and effective support in the Service Desk environment
Course overview
- Delivering effective support - the role and importance of the Service Desk in the organisation
- Becoming a Customer Service Desk Agent - everything you need to know about the role, responsibilities and the Service Desk environment
- Key skills and competencies - identify, understand and develop core customer service skills
- Service Management processes - how the Customer Service Desk fits in
- Service Level Agreements - their value and importance
- Service Desk metrics - understanding the need and their value
- Customer Satisfaction Surveys - their role in continuous service improvement
| Course Duration: | 2 Day - Instructor led |
| Course Code: | T-OIU |
