Help Desk Essentials: Customer Interaction

Pluralsight

Course Summary

Learn valuable soft skills and customer service skills for working on an IT help desk.

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Course Description

This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.

Course Description

This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.

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Course Syllabus

Introduction
- 3m 32s

—Introduction 3m 32s

Perceptions
- 26m 37s

—Perceptions Introduction 2m 22s
—Customer Perceptions 7m 18s
—IT Helpdesk Employee Perceptions 9m 22s
—The Business (IT Helpdesk Employer) Perceptions 5m 49s
—Summary 1m 44s

Language
- 46m 0s

—Language Introduction 0m 59s
—Language Barrier 6m 3s
—Local Colloquialisms 5m 31s
—'Tech' Speak 25m 3s
—Communicating with Colleagues 7m 28s
—Summary 0m 53s

Communication
- 29m 17s

—Communication Introduction 0m 58s
—What Is Communication? 2m 37s
—How Do We Communicate? 12m 46s
—Why Does Communication Matter? 2m 33s
—Controllable Factors 5m 41s
—Non-controllable Factors 3m 51s
—Module Summary 0m 49s

Call Opening
- 17m 38s

—Call Opening Introduction 0m 42s
—Why the Call Opening Matters 1m 10s
—Manner of Communication 0m 38s
—Appropriate Openings 14m 30s
—Module Summary 0m 36s

The Body of the Call
- 40m 34s

—The Body of the Call - Introduction 0m 47s
—What Are You Trying to Achieve? 11m 34s
—Identifying the Customer's Main Issue 26m 45s
—Summary 1m 27s

Closing the Call
- 18m 37s

—Introduction to Closing The Call 0m 25s
—Key Questions to Ask Yourself 5m 51s
—Why the Call Ending Matters 11m 10s
—Summary 1m 10s

After the Call
- 22m 1s

—After The Call Introduction 0m 31s
—Legal Obligations 5m 45s
—Actions and Systems 7m 43s
—Preparing for the Next Call 3m 17s
—Your Call Journey 1m 58s
—Module Summary 1m 27s
—Course Summary 1m 17s

Course Fee:

USD 29

Course Type:	Self-Study
Course Status:	Active
Workload:	1 - 4 hours / week

This course is listed under Project & Service Management Community

Attended this course? Write a Review

Course Fee:

USD 29

Course Type:	Self-Study
Course Status:	Active
Workload:	1 - 4 hours / week

IT Career Development Platform

Help Desk Essentials: Customer Interaction

Pluralsight

Course Summary

Course Description

Course Description

Course Syllabus

Course Type:

Course Status:

Workload:

IT Help desk

Attended this course? Write a Review

Course Type:

Course Status:

Workload: