Catalyst HRD Ltd
Catalyst HRD Ltd
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Help Desk and Technical Support Skills
1 Day Course
Course Objectives:

To enable individuals to: £1300 per day for up to 8 delegates

  • present a positive impression of the help desk
  • provide superior service to customers
  • convey complex information to non-technical callers
  • train customers effectively
  • understand and maximise the learning process
  • prevent the recurrence of common problems
  • reduce their own stress when dealing with difficult customers
Course details:
  • Creating the right impression

  • promoting a quality image
    dealing with enquiries
    avoiding frustration

  • Assessing the caller's problem

  • empathising with the customer
    being attentive
    taking time to listen carefully
    gaining an in-depth understanding of the issue
    reassuring the caller
    really understanding their query

  • Conveying complex information to non-technical callers

  • giving clear, precise instructions
    avoiding being condescending and patronising
    summarising to ensure understanding
    tailoring approach to the skill of the caller
    avoiding jargon
    using analogies

  • One to one training

  • understanding the needs of the customer
    recognising different learning styles
    building confidence
    giving constructive feedback
    improving competence
    avoiding the need to re-train
    one to one training model

  • Handling complaints professionally

  • understanding the causes of aggression
    knowing how to reduce aggression
    coping with your own anger
    recognising your rights
    recognising other people's rights
    dealing with unjustified complaints
    dealing with justified complaints
    a 4-step model for dealing with internal customers assertively
    taking complaints professionally not personally

  • Controlling your own anger

  • understanding the causes of anger
    handling your own anger
    controlling your temper
    avoiding stress

  • Difficult situations

  • handling a variety of difficult customers eg:
    - the talkative person
    - the moaner
    - the sceptic
    - the under confident
    when everyone needs you - now!
    Tailoring the Course Content:

    Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

    • Incorporating your organisation's documentation
    • Referring to your organisation's policies, guides and procedures
    • Agreeing pre-course and post-course work
    • Tailoring exercises and the course manual to suit your requirements


    For further details on how Catalyst can tailor your course see Tailored Courses.


    The emphasis of the course is on the interpersonal practical skills required whilst working on a help desk.  Use is made of our closed circuit telephone 'laboratory' which enables delegates to listen to their telephone manner and receive feedback on how to improve it. The trainers who facilitate this course have extensive experience and are keen to give pragmatic advice.

    Who should attend?:

    This course is intended for help desk and support staff who provide information to internal and/or external customers.




    Designed by TWD