Company Name: Capital Campus Telephone: Fax: Cell Phone: Email: infocapitalcampus.co.za Website:

Course Title:   Helpdesk Professional

PROGRAMME OUTLINE BEHAVIOURS DEVELOPED

Day One

21 Century Service Quality Excellence Thorough knowledge and understanding of:

Who your customers are
How they interact with your business
How they wish to interact in the future
What services should you develop or improve
Delivering service excellent

This will be done through:

SWOT Analyse of current service
Deloitte service level
Understanding the needs of our customers to day
10 things customers expect from a provider of service
Determinants of customer behaviours
Identify and analyse the gaps between expectations and delivery of service

Customer surveys - creating measurables
Technical/Professional Knowledge and Skills
Planning and Organising
Adaptability
Initiating Action
Gaining Commitment
Information Monitoring
Decision Making
Building Strategic Working Relationships
Building Customer Loyalty
Customer Focus
Work Standards

Day Two

 World class standards Sound the part Act the part

 Effective Communication Listening skills Techniques to assist in dealing with difficult people

 Standard helpdesk telephone etiquette Positive scripting

The use of negative phrases is no longer in practice ( not in, unfortunately,  unavailable)
Telling the client what we can do for them I will, let me,  he/she will"

Questioning techniques Assertiveness skills
Implementation Plan Technical/Professional Knowledge and Skills
Planning and Organising
Adaptability
Initiating Action
Gaining Commitment
Information Monitoring
Decision Making
Building Strategic Working Relationships
Building Customer Loyalty
Customer Focus
Work Standards

Course Title 2 Helpdesk Professional Classification Business -> Customer Service Course Requirements Price On request Notes Corporate Skills Development

Course Information Location COUNTRYWIDE Course Type Customised Start Dates On request Length of Course 2 days Final Registration Date 15 working days ahead of course date

Contact Details Name Leander Lee or Carryn Godlonton Phone 011 547 8800 Email infocapitalcampus.co.za