Call Center Help Desk
Companies and organizations are more and more conscious that offering good quality products or services is not enough to gain and keep satisfied customers. The service, support, and after sales that are offered are playing a more important role in this. Especially at the moment that the customers are faced with questions or problems related to the product or service they have purchased and want to be helped quickly and adequately. The telephone helpdesk or service desk offers a large number of possibilities in this area. Helpdesk staff form a contact point for both internal and external customers.
As a Help Desk agent, you are the contact for all internal and external customers. But giving the right answer to questions from customers is not sufficient. It is equally important to analyse customers’ questions quickly and accurately, to respond appropriately to the customer’s attitude and reactions, and to provide an answer or a solution in a manner that is tailored to the individual needs. You will frequently be required to deal with a range of different personal emotions: bad tempered, irritated, uncertain, and hasty; but on occasion also interested and sympathetic. A Help Desk agent must be able to respond to all of these different types of reactions. After your training, you will be able to adapt your response to the client, to their problems and to their specific situation. It is exactly this Added Value that is all-important to you and to your customer’s perception and satisfaction.
During this two-day training (with an interval) various different working methods are used: explanation by the trainer, exchange of experience, written exercises, joint projects, discussion, role plays in front of the camera (Phone Coach) and in small groups, and finally the participants work on their own action plans with personal tips and points for attention.
What do customers expect from you as a help desk agent?
Standards for customer-oriented telephone conversations at the help desk
Structuring of the conversation
Techniques for asking questions, active listening and asking further questions
Presenting your answer/the solution
Using plain language
Communication: treating the caller as a human being
Dealing with difficult situations
Complaints are opportunities
Personal action plan
At the end of this training you will be able to:
- Ask probing questions
- Listen actively
- Formulate answers clearly
- Work customer-oriented and be pro-active in your dealings with customers and users.
Duration: Two Days
Introduction & Welcome
Customer Expectations vs Expectations of your Organisation
Norms for a Successful Customer-Focused Call
Call Structure Results for an an Effective and Efficient Call
Analyse the customer’s question/problem
Pinpoint the customer’s question/problem
How to Present the Answer/Solution
Personal Action Planning
Dealing with Different Types of Customers
Dealing with Difficult Situations
Recognising and Dealing with a Customer Complaint
How to ensure that the customer understands and carries out the answer/instructions
How to speak the customer’s language
Personal Action Planning