About this course
Develop the skills to create exceptional customer experiences.
Service desk professionals and support centre analysts provide front-line support and act as the primary contact for customers. It is important that these service desk professionals provide the highest quality customer care with every interaction.
HDI Support Centre Analyst training focuses on service desk strategies for effective customer service, emphasising problem-solving and troubleshooting skills, call-handling procedures, incident management, communication skills and an introduction to ITIL® processes.
This course focuses on:
The process of Incident Management - from detection & recording to closure;
Critical thinking skills to resolve incidents quickly & consistently;
The importance of Total Contact Ownership;
An awareness of the core processes & best practices used in service & support;
Valuable active listening skills & effective communication strategies;
Proven techniques for improving customer interactions; &
Effective strategies for managing difficult customers.
This course is suitable for:
Front-line technical support staff