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Training Course Summary:

This three-day instructor led course will teach delegates how to effectively deal with a wide variety of customer situations and to create positive interaction between customers and co-workers. Delegates will also learn about the tools, technology and terminology used in the Help Desk profession, as well as techniques that will help to increase their problem solving efficiency and ability. This course is intended for front-line telephone support providers working within a typical call centre environment.

Pre-Requisites:

Delegates are required to meet the following prerequisites:· Some experience of providing telephone support to internal and external customers would be advantageous but not essential.

Training Course Overview/Content:

Course Objectives

Upon completion of this course, the delegate will have learned:

· Listening skills.
· Dealing with customer conflict.
· Teamwork.
· Common help desk tools.
· Using creative problem solving.
· Process integration.
· Time, asset and resource management.

Qualifications:

· Recommended as preparation for the HDA Star Certification (test no. HD0-100).