Course Highlights

This training course for help-desk providers will:

  • Explain how customers and clients evaluate service and service providers.
  • Discuss the value of service targets.
  • Highlight words and phrases that move providers toward or away from those targets.
  • Offer techniques for demonstrating listening and managing expectations in writing.
  • Suggest methods for reading and adjusting to different people styles.

Course Overview

When it comes to success at the help desk, it’s not just what you do but how you do it. Solving technical problems is one part of the help-desk professional’s job. Communicating professionally, accurately, and timely is another piece of the equation. This course explores the soft side of service at the help desk. Providers will learn about identifying and managing customer expectations, the importance of service targets, words and actions they can use and take to align service with targets, and more. The program pays particular attention to listening skills in writing and how to craft messages that resonate with different types of customers and clients.

For groups serving international customers, the workshop can also address cross-cultural communication and cultural expectations. Ideally, those purchasing this workshop will share samples of their help-desk communications with us prior to the course.

Program Objectives

At this program’s conclusion, participants should be able to:

  • At this program’s conclusion, participants should be able to:
  • Identify what customers expect and current challenges.
  • Explain how customers evaluate providers.
  • Discuss the value of service targets.
  • Identify words and actions that hit those targets.
  • Replace blunt communication with customer-centric words and phrases.
  • Show listening skills when using email.
  • Manage expectations.
  • Adjust to different customer styles.
  • Evaluate sample emails.

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

By the conclusion of this online instructor-led workshop participants should have command of several communication tools and techniques to provide better service from the help desk.