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Communication Skills for Computer Help Desk
Staff
(This is a one-day
programme)
This programme is
ideal for personnel who are new to the Help Desk environment as well as
experienced staff who wish to up-grade existing skills. The programme is skills
based, practical and adapted to suit the requirements of each delegate.
Role-plays and
role-modelling exercises concentrate on situations expected to be encountered at
the Help Desk and examples of effective answers for challenging encounters, are
incorporated.
The objective of
the training is to prepare delegates to be able to use the practical
communication skills in the work environment even when working under pressure.
Programme
Content:
- Why are specific communication skills required to
work effectively as a Help Desk Operator?
- A look at what caller’s demand when they call your
Help Desk.
- How to take control of the in-coming call and
immediately establish what the caller requires.
- Dynamic vocabulary and techniques that will ensure
that clients feel that they are receiving service excellence during every
telephone encounter and how to use a positive and motivated voice tone at
all times.
- How to guide a client through basic processes
without projecting a condescending attitude or triggering defensiveness in
the client.
- A look at solution—seeking techniques you are
already successfully using and what additional skills are essential to
increase your success rate.
- Skills that will assist you to
maintain positive relationships with your client.
- Why it is necessary to practice effective
communication skills and monitor your performance to ensure that you are
utilising the most productive techniques during every conversation.
- Probing skills and how to build effective questions
into your conversation so that you can quickly establish needs and guide the
client closer to an acceptance of your suggested solution.
- How to keep your conversations short and concise yet
warm, productive and positive.
- Dealing with complaints and challenging encounters.
- How to turn conflict into an opportunity to build
positive long-term relationships with clients
- How to say “no” or give the caller “bad
news” and still build a positive relationship.
- Some advanced service excellence techniques that you
can offer to both Help Desk colleagues and
clients during every contact.
- Stress management skills and some tips that will
assist you to become or remain self-motivated even when you are having a
less successful day or the pressure is mounting.
- A strategy for you to implement to eliminate the
factors that are preventing you from being as effective as you can be in the
Help Desk environment.
- A strategy to ensure that your skills measure up
after training to the high standard that is demanded at a Help Desk.
Programme Originator:
Renett Estelle Grové
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