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Phoenix TS

Customer Service for Help Desk Professionals

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 instructor led 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. At the compleiton of this course, participants will be able to:

  • Define customer service, its contexts, and its ramifications
  • Identify and improvw communication style
  • Manage appropriate customer expectations
  • Open the call
  • Keep customers informed throughout the process
  • Handle Special circumstances and deal with angry and impatient customers

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 A: Customer service overview

  • Understanding customer service
  • Your customer, your attitude
  • Understanding attitude
  • Understanding your customer

Module B: Identifying and improving your communication style

  • About communication
  • Active listening
  • Empathy and interactions with customers

Module C: Managing appropriate customer expectations

  • Understanding customer expectations

Module D: Opening the call

  • Setting the proper tone
  • Using questions to diagnose technical issues

Module E: Keeping customers informed

  • Understanding the importance of keeping customers informed
  • Delivering solutions diplomatically
  • Closing the call

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

  • Dealing with a difficult situation

Module G: Wrap-up

  • Benefits of customer-centrism
  • Addressing a customer complaint

Course Summary

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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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Starting at $795

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