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Trainingwarehouse > Courseware > Soft Skills Series > Customer Relations > Customer Service for Help Desk Representatives

Customer Service for Help Desk Representatives Student Manual Ref: OCMCSHDA Days of training: 1 Prerequisites: None. Defining Customer Service Understanding the Customer Service Environment Who Is The Customer? Developing a Customer Service Strategy Understanding the Role of a Help Desk Representative Defining Help Desk Representative Skills How Sharp Are Your Customer Service Skills? Developing Customer Service Skills Attitude as the Key to Success Understanding Customer Logic Theory Good Customer Service Habits Ineffective Customer Service Habits Creating Customer Service Solutions Understanding Customer Service Solutions Taking Ownership Listening and Taking Notes Expressing Empathy Utilizing Questioning Techniques Restating the Solution and Gaining Customer Agreement Follow-Up Knowing What Your Customer Really Wants Learning Telephone Skills Understanding Telephone Etiquette Answering the Phone Greeting the Caller Managing the Call Ending the Call Listening Skills Are You a Good Listener? Learning Effective Listening Skills Five Facts About Listening The Five Most Common Poor Listening Habits Ten Ways to Improve Listening Working with Body Language Understanding Body Language Basics Building Rapport with Eye Contact Understanding Facial Expressions Using Hand Gestures Having Good Posture Understanding Social Space Issues Displaying a Neat Personal Appearance Using Your Voice Effectively Aspects of a Good Voice Identification of Common Voice Problems Practice Techniques for Improving Voice Quality Working with Difficult Customers Tackling Difficult Customers Take the High Road Helping with the Angry Customer Helping the High Maintenance Customer Helping Other Difficult Customers Managing a Difficult Call The Rewards of Good Service Dealing with Stress Understanding Stress Evaluating Individual Stress Factors The Science of Stress Ways to Alleviate Stress Relieving Stress with Relaxation Techniques Resource Materials Web Sites Bibliography Customer Service for Help Desk Representatives Student Manual Price: (4 or fewer items) £16.00 Price: (5 to 19 items) £14.40 Price: (20 to 49 items) £12.80 Price: (50 or more items) £11.20		Quantity:

Customer Service for Help Desk Representatives Instructor Manual Ref: OCICSHDA Price: £16.00		Quantity:

Trainingwarehouse > Courseware > Soft Skills Series > Customer Relations > Customer Service for Help Desk Representatives