IT Help Desk Concierge Best Practices Workshop ISI-1521
- 0 upcoming dates
- $1,895 per seat
About this class
This three-day, instructor-led course will provide you with the knowledge to improve your service management and support capabilities. This course is appropriate for technical support professionals who provide in-person support to internal employees, remote workers or external customers and require skills specific to this form of customer contact
What you'll be able to do
- Techniques for improving customer interaction
Course outline
Strategies for managing difficult customers Time ma nagement and problem -solving skills Measurement, Prioritization, Documentation and Knowledge Sharing Initial Thoughts on Concierge Client Service o Definitions o Challenges o Importance o
Day 1Providing Exceptional Concierge Service
- Your Role
- o Group discussions: Your best tips and tricks
- Managing Client Expectations
- o The “One IT” Concept
- o Moments of Truth
- o
- o How, When and Why to Say “No”
- o Scenario usage: Practice saying no
- o Importance of Controlling the Disc ussion
- o DANCE Expectation Management Framework
Download the full outline (PDF)
Before you attend
Help Desk Experience is helpful
Run this for a team
Private cohorts run on your dates, at your site or online, with the labs pointed at your environment. Above about four people it usually costs less than buying seats.
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