Customer Service for Help Desk Professionals

Course Specifications

Course Number: BIR84–026_rev1.1

Course Length: 5 days

Course Description

As a customer service help desk professional, you need to interact with customers to address their technical issues, concerns, challenges and problems. To best service these customers, the 30 Bird Customer Service for Help Desk Professionals course will help develop interpersonal skills that will enable you to do so in a professional manner. Your technical expertise will no doubt be useful; however, having additional "people" skills will enable you to appropriately interact and serve the customer.

Through this course you will be able to apply practical skills and principles to over-the-phone customer service for customers experiencing technical issues.

Course Objective: Upon the successful completion of this course, candidates can expect to gain knowledge and understanding in the following areas:

• About customer service, its contexts, and its ramifications
• Identifying and improving communication style
• Managing appropriate customer expectations
• Opening the call
• Keeping customers informed throughout the process
• Special circumstances—dealing with angry and impatient customers
• This course helps candidates understand and learn the skills and techniques to achieve successful customer interaction.

Course Content

Module A: Customer service overview

Module B: Identifying and improving your communication style

Module C: Managing appropriate customer expectations

Understanding customer expectations

Module D: Opening the call

Module E: Keeping customers informed

Module F: Special circumstances—dealing with angry and impatient customers

Dealing with a difficult situation

Module G: Wrap-up

Course Summary