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This 5-day course is designed for Helpdesk Specialists who want to improve their customer service and communication skills in the context of IT support. The course provides hands-on training on how to handle customer inquiries, manage customer expectations, and communicate technical information in a clear and concise manner. The course also covers best practices for managing difficult customers, documenting customer interactions, and providing high-quality customer service.

Objectives

By the end of the course, participants will be able to:
- Handle customer inquiries and manage customer expectations effectively
- Communicate technical information in a clear and concise manner
- Manage difficult customer situations
- Document customer interactions and provide high-quality customer service

Who Should Attend

This course is designed for Helpdesk Specialists who want to improve their customer service and communication skills in the context of IT support.

Course Outline

Day 1: Introduction to Customer Service and Communication in IT

- Overview of customer service and communication in IT support
- The importance of customer service and communication in IT
- Understanding customer needs and expectations
- Active listening and effective communication techniques

Day 2: Handling Customer Inquiries and Expectations

- Understanding customer inquiries and requests
- Managing customer expectations and providing updates
- Escalating customer issues to the appropriate level of support

Day 3: Communicating Technical Information

- Communicating technical information in a clear and concise manner
- Using appropriate technical terminology
- Translating technical information for non-technical customers

Day 4: Managing Difficult Customer Situations

- Best practices for managing difficult customers
- Dealing with angry or frustrated customers
- Keeping customer interactions professional and respectful

Day 5: Documenting Customer Interactions and Providing High-Quality Service

- Importance of documenting customer interactions
- Best practices for documenting customer interactions
- Providing high-quality customer service and continuously improving processes.

Throughout the course, participants will have the opportunity to work on practical exercises and case studies to apply the concepts and skills they have learned. The course will also include interactive discussions and opportunities for participants to share their experiences and insights.