Overview
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Learn tools, techniques, and strategies you can implement to elevate the quality of customer service you provide in your IT service desk role.
Syllabus
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Introduction
- Welcome
- How to get the most value out of this course
- What makes service desk customer service unique?
- Contact greeting and validation
- Contact investigation and diagnosis: Close-ended questions
- Contact investigation and diagnosis: Open-ended questions
- Contact investigation and diagnosis: Probing questions
- Contact investigation and diagnosis: Confirming questions
- Contact resolution
- Contact closure
- Placing a contact on hold
- Hold: The DATE process
- When to use mute
- Escalation procedures: Why
- Escalation procedures: How
- Transfer procedures
- The value of building rapport with customers
- Building rapport over the phone, part 1
- Building rapport over the phone, part 2
- Building rapport through writing: Style
- Building rapport through writing: Tone
- Building rapport through writing: Words
- Building rapport face-to-face
- Refining our message
- How to effectively manage conflict
- Recovering unsatisfied customers
- Learning how to redirect customers
- How to say no without saying no
- How to say no: the steps
- Customer behavior profiles: Impassioned
- Customer behavior profiles: Combative
- Customer behavior profiles: Chatty
- Customer behavior profiles: Timid
- Next steps
