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ESSENTIAL SKILLS FOR HELP DESK An intensive one-day inter-active workshop in Help Desk Skills OVERVIEW When a customer needs help, they call the Help Desk: and thereafter the efficiency of the organisation is judged by the effectiveness, efficiency, courtesy and responsiveness shown in handling that single call. Badly handled, that could be the last call the customer ever makes to you. Properly handled, the call could consolidate and strengthen the customer relationship, lead to enhanced customer satisfaction - and further business. It sounds simple.... but poor quality systems, inadequate resource, stress, internal politics, insufficient training, lack of inter-personal and communications skills can conspire to thwart the best of intentions. This course shows how to avoid the pitfalls, improve customer satisfaction and create a service-oriented Help Desk. COURSE OBJECTIVES By the end of the course, delegates will:
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Why you should attend Customers want exactly what they want, when they want it. And what they want is instant solutions and consistently high quality. Often a help desk is caught in the middle of the gauntlet between the hammers of technical limitations, resource constraints, budget pressure, conflicting priorities and the need to provide excellence in service. Too often a Help Desk is reactive rather than proactive. The Help Desk’s terms of reference may not be well defined and its organisation may be ambivalent - especially when it depends on second and third level support from other departments. Support can be a soft target for cuts, since its benefits are difficult to quantify. It all sounds depressing: but there are ways to improve the performance and status of the Help Desk and turn it into a proactive weapon to improve overall operational performance: creating the Strategic help Desk. In this highly interactive, intensive and pragmatic workshop, you will hear the latest thinking on all key challenges of Help Desk management – including technical, organisational, personnel aspects as well as discovering latest trends and information from around the world. Is the Help Desk going to be automated out of existence? What is the optimum organisation – for global enterprises, for public sector organisations and for Help desks within smaller, dynamic organisations? How can you increase the effectiveness and prestige of the Help Desk? You will leave this workshop with tools and ideas to enable you to customise your Help Desk for optimum results. Kingswell brings experience from successful training courses and consultancy in the Pacific Rim, the Gulf, Southern Africa and Europe. Be sure to bring your ideas and experiences you wish to discuss. You will find this powerful course stimulating, entertaining – and immensely practical. Who should attend Customer Services managers and staff; Help Desk, Support Centre, Service Desk, Hot Line and Call Centre and Customer Support managers and staff; Problem and Solution managers and teams, second line support personnel; account managers, IT, IS, MIS and Computer Services managers; all IT, IS and MIS staff having regular interface with customers; all service and support professionals who wish to update their skills with advanced techniques in customer care. |
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How you and your organisation will benefit You will:·
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Programme
towards Total Quality
who are your customers; what do they want
targets, motivation and appraisal
key metrics to measure success
neuro-linguistic programming: a new tool
advanced telephone techniques: power words
active listening
vital questioning techniques
negotiating skills for Help Desk staff
assertiveness - what it is; what it isn't
benefits of assertive behaviour
identifying assertive, aggressive and passive behaviour
coping with criticism; asking and refusing; feedback; handling put-downs.
stress in the Help Desk: nature, cause and cost in performance
stress indicators, levels and types
identifying and combatting stress symptoms
how to avoid stress and use energy
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Workshop Leader
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Books by Kingswell Consultants Books on Service Management Hiles, A. N. The Complete Guide to IT Service Level Agreements, Matching Service Quality to Business Needs.. ISBN 0-9641648-2-5 published by Rothstein Associates Inc. The standard work on IT Service Level Agreements. Hiles, A. N. E-Business Service Level Agreements: Strategies for ISPs, ASPs, *SPs and CLECS. Published by Rothstein Associates Inc. The first book to deal specifically with e-commerce Service Level Agreements. Hiles, A. N. Service Level Agreements, Winning a Competitive Edge for Supply and Support Services. ISBN 0-9641648-4-1published by Rothstein Associates Inc. This book applies Service Level Agreements to services other than IT. Real case studies and example SLAs are provided ranging from Human Resources, Logistics, through Training, Livestock Handling, Logistics and Field Service Engineering. Hiles A.N. and Gunn, Dr. Y. Creating a Customer-Focused Help Desk: How to Win and Keep Your Customers. Published by Rothstein Associates Inc. ISBN 0-9641648-6-8 This book has the support of the Help Desk Institute www.helpdeskinst.com Books on Business Continuity Hiles A.N. Business Continuity Management: Best Practice. Published by Rothstein Associates Inc. ISBN 0-9641648-3-3. This book explicitly covers all the ten areas of business continuity competence required for membership of the Disaster Recovery Institute International (DRII) and the Business Continuity Institute (BCI). Hiles A.N. Enterprise Risk Assessment & Business Impact Analysis – Best Practices ISBN 1-931332-12-6 Published by Rothstein Associates Inc. Covers many techniques and methods of risk and impact assessment with detailed examples and checklists. e-Publication. Kingswell books on Business Continuity, Service Level Agreements and Help Desk Management will shortly be available by page download in conjunction with Rothstein Associates Inc and Books24x7.com. New and updated books. Existing books Business Continuity Management – Best Practice and IT Service Level Agreements have been extensively updated. See our products page or visit www.rothstein.com . All the above books can be obtained from: Rothstein Associates Inc. e-mail pjr@rothstein.com Telephone: USA: 1-888-ROTHSTEIN Hiles A.N. Guide to Risk Management. Published by the Institute of Chartered Accountants of England and Wales. Hiles A.N. and Barnes, P. (Editor and main contributor) The Definitive Handbook of Business Continuity Management, John Wiley & Sons, 1999, ISBN 0 471 98622 4. Hiles, A.N. (contributor), Croner’s Purchasing and Supply Guide to I.T., 1994, ISBN 1 85524 271 0 Hiles, A.N. (contributor), Guide to Business Continuity Management, 1999, for the Confederation of British Industry by Caspian Publishing Hiles A.N. (contributor) Business Continuity Management, 2000, Institute of Directors / Department of Trade & Industry.
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