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Effective Help Desk Management
(A two-day programme)
This programme is
ideal for Team Leaders or Managers who are new to the Help Desk environment as
well as for experienced management teams who wish to enhance existing skills or
monitor why their Help Desk is operating successfully so that effective skills
are maintained and enhanced.
The objective of
the training is to provide practical ideas and skills relating to management and
communication, which will equip delegates to successfully establish and manage a
Help Desk.
The programme is
practical, includes extensive delegate participation and is adapted to suit the
requirements of each delegate. There is provision made to find alternative
solutions to challenges existing within the Help Desk team as well as
challenging encounters Help Desk representatives have with clients.
Programme Content:
- What are the challenges presented by a Help Desk and
why are specific skills required for a Help Desk to function efficiently and
effectively?
- Recruitment and staff selection tips and a
discussion of what qualities and skills are the most important to be able to
work as a successful Help Desk Operator or perform other job functions at a
Help Desk?
- What Help Desk environment is most conducive to
productivity and providing client service excellence?
- A look at how callers generally perceive a
Help Desk and what caller’s generally demand when they call a Help Desk.
- An overview of effective communication skills
which successful Help Desk operators should use and ideas on how to monitor
the performance of Help Desk operators on a day-to-day basis to ensure that
they are utilising the most productive techniques during every conversation.
- How to ensure that Help Desk Operators keep
conversations short and concise yet warm, productive and positive and how to
ensure that Help Desk Operators do not become de-motivated because they are
being pressurised to take the maximum number of calls in a day.
- How to assist Help Desk Operators to deal with
challenging calls in the most efficient, effective, productive and positive
way at all times.
- How to assist the entire Help Desk team to use
advanced service excellence techniques.
- Stress management skills and some tips that
will assist the entire Help Desk team to become or remain self-motivated
even when the pressure is mounting.
- How to cultivate and maintain a consistent team
effort at the Help Desk.
- What qualities and skills are the most important to
be able to be a successful Help Desk Team Leader or Manager?
- Effective training strategies for maintaining
skills used by Help Desk staff.
Programme Originator: Renett Estelle
Grové
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