Help Desk Team Building

Course duration – 1 day

“I can’t do it on my own, but we can do it together”

Business scenario

The help desk is vital as the first step in the support process, but more than that it is one area that system users are reluctant to call due to the frustration caused in conversations between technical and non-technical people. This can waste time, be destructive and can cause conflict. Creating a team on the service desk can help avoid this by unifying the approach, building rapport and avoiding favourites in your customer base.

Who will benefit?

This one day course is designed to focus on the team approach to good customer service from first line or second line help / service desk and is designed for anyone who deals with support calls and customers. It will help bridge that gap between the technical and the non-technical.

Course objectives

By the end of the course you will be able to:

• Explain the purpose of the help desk
• Explain the benefits of the team approach
• Ask the right questions in order to elicit the true problem
• Communicate effectively on the telephone

Course content

What is a help desk?

Why have the helpdesk in the first place – what is our function, the clue is in the name.

Unify the approach

Be consistent
Don’t show favouritism

Effective telephone skills

Build rapport
Connecting over the phone
Use the right language
Asking the right questions
Don’t be too technical
LISTEN

Ask more questions

Check for understanding
Solving customers problems

Dealing with difficult and aggressive behaviour

It isn’t your fault it’s gone wrong but it is up to you to sort it our
Dealing with difficult and aggressive behaviour

Taking praise

Everyone did a good job – the team made it work

Course features

This course will use a mixture of learning styles and will include role play, discussions and group activity to maximise learning gain.