Customer Service for Help Desk Professionals

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