Duration
2 days
Course Description
Soft skills based, this certification identifies professionals that have reached an essential standard of customer service competency in dealing with customers over the phone in a technical environment. Designed specifically with the Technical Support professionals in mind, CHDP offers the skill sets necessary for him/her to better adapt and perform in a technical support environment.
This certification programme is part of the ATCEN Customer Experience Management series that certifies customer contact professionals has developed the necessary knowledge and skills to work in an inbound or outbound Help Desk environment. Additionally, it provides the participants with an understanding of the analytical process required for solving technology related problems over the phone.
Workshop Objectives
- Understand the importance of a Help Desk for an organization and exceeding customers expectations
- Learn what it takes to be a successful Help Desk Agent;
- Develop essential communication skills;
- Develop skills in call and service management;
- Understand the inbound call structure;
- Learn how to handle customer issues analytically;
- Learn how to manage difficult customers;
- Understand the technology involved in the operations of a contact centre;
- Successfully manage self in a Help Desk environment.
Learning Outcome
At the end of this workshop you will be able to:
- Provide exceptional customer relations and technical support in a professional manner
- Understand management of a contact centre
- Inculcate proper standards and methods of inbound call handling
- Manage difficult customers
- Manage self in a contact centre
Who Should Attend?
- Technology Help Desk Professionals
- Technology Help Desk Team Leaders
- Technology Help Desk Supervisors / Managers
Introduction
- The Evolution of Customer Service to Customer Experience
- Differences Between Customer Experience, Customer Relationship Management (CRM) and Customer Service
Module 1: Introduction to Today’s World Class Help Desk
- Understanding the Role and Benefits of the Technical Help Desk
- Delivering Exceptional Call and Service Management in a Technology Environment “Passion to Exceed Customer Delight”
- Practicing the 4 Levels of Technical Support Service to ‘WOW’ the Customer
THE HELP DESK PROFESSIONAL
Module 2: Help Desk Professionals Competency
- Developing the Knowledge, Skills, Attitude, Habit (KSAH) of Effective Technical Support Professionals
- Understanding Effective Troubleshooting skills in a Technical Environment
- Understanding Your Customers’ Behaviours from Personality Profiling: DiSC
Module 3: Effective Communication
- Creating First and Lasting Impressions
- Understanding the Communication Model and Process
- How to Communicate Without Sounding Too Technical
- Identifying Jargon and Replacing them with More Appropriate Words/ Descriptions
INBOUND TELE-SERVICE
Module 4: The Inbound Telephone Call Structure
- The Call Opening, Hold and Transfer
- Understanding Customer Enquiries and Issues
- Dealing with Technical Issues Over the Phone
- The Call Closing & After Call Activity
- Escalating a Call
Module 5: Managing Difficult Customers
- Understanding What Causes Conflict and the Stages of Conflict
- Using Assertiveness Appropriately to not Sound Confrontational
- Skills to Manage Difficult Customers – The Acknowledge, Diffuse, Respond (ADR) Approach Technical Help Desk Structure
Module 6: Help Desk Support Management
- Understanding the Escalation Process and the Multi-level/ Tiered Approach
- The Support Levels and the Required Competencies for an Efficient
Technical Help Desk
Level/ Tier 0 – Self-help
Level/ Tier 1 – Basic support & Screening
Level/ Tier 2 – Troubleshooting and resolution
Level/ Tier 3 – Advanced troubleshooting and configuration
Level/ Tier 4 – External assistance
- Case Creation and Case Logging Completeness - Guidelines and Requirements
Programme scope, delivery arrangements and suitability are confirmed during enquiry.