BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!
Course Overview
This half day, instructor led Telephone Skills 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. At the compleiton of this course, participants will be able to:
- Determine the challenges of help desk technical support, the importance of identifying your own attitudes about customer service, how to understand and appreciate the customer’s perspective, about customer expectations for interaction, the difference between being accountable and being responsible, and to identify any unhelpful signals that you might be sending
- Learn their default communication style, communication differences between technical and non-technical professionals, from real-world examples, to identify and work with logic and emotion, to differentiate personal style preferences, to relate to the non-technical customer, how to actively listen to customers, seven ways to better listening, and how to employ empathy in your interaction with customers
- Idenitfy customer expectations, how to clarify complicated descriptions of problems and the importance of doing so, and how to focus on results
- Open the call by setting the proper tone, seven steps to a successful call, to use paraphrasing as a tool, to use questions to diagnose technical issues appropriate protocol for troubleshooting technical issues, and how to close the call
- Utilize tips for keeping customers informed, an effective procedure for putting customer on hold and transferring calls, how to use positive language when relating to the customer, how to deliver solutions diplomatically—good news and bad news, and creative problem solving
- Strategize how to deal with anger and/or impatience, and specific situations
Schedule
Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 301-258-8200.
Course Outline
Introduction
Module 1: Overview
- Understanding customer service
- The challenges of help desk technical support
- The importance of identifying your own attitudes about customer service
- Understanding your customer
- Customer expectations
- Understanding and appreciating your customer from their perspective
- The difference between being accountable and being responsible
- What signals are you sending?
- Activity: Can you hear a smile?
Module 2: Identifying and improving your communication style
- About communication
- It’s how you say it
- Identifying communication styles
- Activity: Identify a colleague’s primary communication style
- Communication differences between technical and non-technical professionals
- Real-world examples
- Activity: Logic and emotion
- Differentiating person style preferences
- Relating to the non-technical customer
- Activity: Analogies/metaphors
- Active listening
- Seven reasons for active listening
- Blocks to listening
- Becoming a better listener
- Empathy and interactions with customers
- Generating empathy
- Using empathy statements: Summary and examples
Module 3: Managing customer expectations over the phone
- Understanding customer expectations
- About customer expectations
- Managing and delivering against customer expectations
- Making sense of words
- Simplifying the message
- Clarifying the complicated
Module 4: Opening and closing the call
- Setting the proper tone
- Tip: Seven steps to a successful call
- Tip: Paraphrasing
- Using questions to diagnose technical issues
- Troubleshooting
- Activity: Listing troubleshooting questions by category
- Closing the call
Module 5: Keeping customers informed
- The importance of keeping your customer informed
- Tip: Plan of attack
- Putting the customer on hold
- Transferring the call
- Activity: Using positive language
- Delivering solutions diplomatically
- Creative problem solving
- Tip: Delivering bad news
Module 6: Special circumstances—dealing with angry and impatient customers
- Dealing with a difficult situation
- Activity: Responding to a difficult customer
- Tips: Dealing with anger/impatience
- Managing the out-of-control customer
- Benefits of effective phone communication
- Benefits of customer-centrism
Course Summary
BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!
Phoenix TS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints re-garding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org
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