Service Desk Professional

2 Day Course

This course has been retired. Please view currently available Customer Service Skills Training Courses.


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Introduction to Customer Service (11 topics)

  • How to turn good into excellent service
  • A business model for customer service
  • An understanding about how business culture affects the Service Desk
  • Introduction to Service Level Agreements
  • Understand how response times affect customer satisfaction
  • Common metrics for performance measurement
  • An overview of Operating Level Agreements
  • An awareness of Standard Operating Procedures
  • Understanding the Data Protection Act responsibilities
  • How Standard Operating Procedures and Service Level Agreements work in alignment
  • Using Call Architecture to take control of a call

Communication Skills (10 topics)

  • Adopting a professional writing style appropriate to the customer
  • Avoiding emotion in writing
  • Layout and fonts
  • Proof reading to avoid misunderstanding
  • Professional real-time note-taking
  • Verbal communication
  • Effective communication
  • Understanding vocal elements
  • Overcoming barriers to communication
  • Active listening

People Skills (10 topics)

  • Stress Management
  • How to identify behavioural styles within our selves and others
  • Assertiveness skills
  • Dealing with difficult people
  • How to deal with unacceptable behaviour
  • Team development
  • Personality assessment
  • Team Visibility
  • Ambassadorial responsibilities that raise the profile of the IT department
  • Completion of a personal action plan

Course PDF