Course Highlights
This training course for help-desk providers will:
- Explain how customers and clients evaluate service and service providers.
- Discuss the value of setting service targets.
- Highlight words and phrases that move providers toward or away from those targets.
- Offer techniques for demonstrating active listening and managing expectations in writing.
- Suggest methods for reading and adjusting to different communication styles.
Course Overview
Success at the help desk isn’t just about solving technical problems; it’s also about how effectively help desk professionals communicate with customers. This course delves into the soft skills needed for providing great service at the help desk. Participants will learn how to identify and manage customer expectations, the importance of setting service targets, and how to align communication with those targets. Special attention is given to crafting written communication that resonates with different types of customers, demonstrating listening skills in writing, and managing expectations professionally. For teams serving international customers, this workshop can also address cross-cultural communication and how to handle different cultural expectations. Organizations purchasing this workshop are encouraged to share samples of their help-desk communications ahead of time for a more tailored experience.
Program Objectives
At the conclusion of this program, participants should be able to:
- Identify what customers expect and current challenges in meeting those expectations.
- Explain how customers evaluate help desk providers.
- Discuss the importance of service targets and how to meet them.
- Identify words and actions that align with service goals.
- Replace blunt communication with customer-focused words and phrases.
- Demonstrate listening skills when responding to emails.
- Manage and set customer expectations effectively.
- Adjust communication styles to match different customer preferences.
- Evaluate and revise sample emails for improved clarity and tone.
Program Modules
- Service Targets: What Customers Expect
- Your Filter: On-Brand Wording
- Listening in Writing: Language Matters
- Questioning Skills: How to Create a Good Ask
- Style Stretch: How to Adapt
- Evaluate and Revise: Sample Materials Review
Target Audience
This virtual training program is designed for groups that want to:
- Improve communication skills for help-desk interactions, especially in writing.
- Enhance the customer experience by focusing on meeting service targets.
- Learn techniques for adjusting communication styles to suit different customers.
- Develop better listening and questioning skills in email-based interactions.
Suggested Format
- Two-Hour Virtual Training Course
Questions This Page Answers About Help Desk Communication Training
- How can my help desk team improve their communication skills with customers?
- Where can I find training to help my team better manage customer expectations in writing?
- Who provides instructor-led training for help desk providers focused on customer-centric communication?