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Help Desk Essentials

Customer Interaction

Learn valuable soft skills and customer service skills for working on an IT help desk.

This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.

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What's inside

Syllabus

Introduction

Perceptions

Language

Communication

Call Opening

The Body of the Call

Closing the Call

After the Call

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Explores techniques for opening and closing phone calls, essential for building rapport and providing a positive customer experience

Taught by experienced instructors with expertise in soft skills and customer service in IT

Focuses on developing specific soft skills, such as communication and empathy, that are crucial for success in providing IT support

Covers the entire lifecycle of a help desk call, ensuring learners gain a comprehensive understanding of the process

Suitable for both new and experienced IT help desk employees looking to enhance their soft skills and customer service abilities

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Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Help Desk Essentials: Customer Interaction with these activities:

Learn Words Commonly Used in Help Desk

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Provides an opportunity to revisit the language you'll be using in this field, setting you up for success in other course activities.

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Find a tutorial on help desk terminology
Review tutorial and take notes

Review 'How to Win Friends & Influence People'

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Strengthens communication and rapport-building skills, enhancing the effectiveness of other activities.

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Obtain a copy of the book
Read and summarize key principles

Review Communication Principles

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Refreshes your understanding of communication principles, preparing you for other course activities.

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Review articles or books on communication
Reflect on the key takeaways

Five other activities

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Conduct a Call

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Refreshes the skill of conducting a call, setting you up for better success in practicing other skills in this course.

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Review types of calls
Practice call opening with a partner
Practice closing a call

Practice Rapport-Building Phrases

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Strengthens the soft skills needed to succeed in the role, complementing other course activities.

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Locate practice exercises for rapport-building phrases
Complete practice exercises
Find a partner to practice with

Attend a Customer Service Training Workshop

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Provides an opportunity to engage with other professionals and gain deeper insights.

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Locate a suitable customer service workshop
Register and attend the workshop
Take notes and ask questions during the workshop
Follow up with the workshop organizers or attendees

Create a Customer Service Training Module

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Synthesizes concepts throughout the course, showcasing your understanding and ability to communicate about customer service best practices.

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Develop an outline for the module
Create the content for each section
Review and revise the module
Publish the module for others to use

Mentor New Help Desk Employees

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Reinforces your knowledge and skills while supporting others in their development.

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Identify opportunities to mentor new employees
Share your knowledge and experience
Provide guidance and support
Evaluate and track progress

Career center

Learners who complete Help Desk Essentials: Customer Interaction will develop knowledge and skills that may be useful to these careers:

Help Desk Analyst

Help Desk Analysts resolve customer issues received over the phone, email, or chat. They document customer interactions and identify and solve problems quickly and efficiently. This course will help you develop key customer service and communication skills which are essential for success as a Help Desk Analyst, preparing you to provide exceptional support in the demanding world of IT help desk environments.

See salaries and explore the career path for Help Desk Analyst

Technical Support Specialist

Technical Support Specialists provide technical assistance and support to customers experiencing issues with software, hardware, or other technical devices. This course can help you build a foundation in customer service and communication, which are critical for effectively resolving customer issues and providing exceptional technical support.

See salaries and explore the career path for Technical Support Specialist

Customer Service Representative

Customer Service Representatives are responsible for handling customer inquiries, resolving complaints, and providing support through various channels such as phone, email, or chat. The skills you'll gain in this course, including effective communication and problem-solving, will help you succeed in the role of a Customer Service Representative, where delivering exceptional customer experiences is paramount.

See salaries and explore the career path for Customer Service Representative

IT Support Technician

IT Support Technicians provide technical support to users within an organization, addressing issues related to computer hardware, software, networks, and other IT-related equipment. This course can help you develop the necessary communication and interpersonal skills to effectively interact with users and resolve their technical issues, making you a valuable asset in an IT support role.

See salaries and explore the career path for IT Support Technician

Call Center Representative

Call Center Representatives handle incoming and outgoing phone calls, providing information, resolving customer issues, and processing orders. This course will help you develop exceptional communication and customer service skills, which are essential for providing a positive customer experience in a fast-paced call center environment.

See salaries and explore the career path for Call Center Representative

Technical Writer

Technical Writers create and maintain technical documentation, manuals, and other written materials to explain complex technical concepts. This course can help you develop the writing and communication skills necessary for effectively conveying technical information to various audiences, a critical aspect of being a successful Technical Writer.

See salaries and explore the career path for Technical Writer

Product Support Engineer

Product Support Engineers provide technical support and guidance to customers using a specific product or service. This course will help you build a foundation in customer service and communication, enabling you to effectively assist customers with product-related inquiries and resolve their issues.

See salaries and explore the career path for Product Support Engineer

IT Trainer

IT Trainers provide instruction and guidance to individuals or groups on various IT-related topics. This course can help you develop your communication and interpersonal skills, essential for effectively conveying technical information and engaging with learners in a training environment.

See salaries and explore the career path for IT Trainer

User Experience Researcher

User Experience Researchers conduct research and gather feedback to understand user needs and behaviors in order to improve the user experience of products or services. This course can help you develop your communication and interpersonal skills, enabling you to effectively interact with users, conduct interviews, and gather valuable insights for improving user experiences.

See salaries and explore the career path for User Experience Researcher

Quality Assurance Analyst

Quality Assurance Analysts evaluate and test software or systems to identify and resolve defects, ensuring quality and reliability. This course can help you develop your attention to detail and problem-solving abilities, which are essential for thoroughly testing and identifying issues in software or systems.

See salaries and explore the career path for Quality Assurance Analyst

IT Project Manager

IT Project Managers plan, execute, and manage IT projects, ensuring their successful completion. This course can help you develop your communication and interpersonal skills, which are crucial for effectively managing project teams, stakeholders, and clients.

See salaries and explore the career path for IT Project Manager

Data Analyst

Data Analysts collect, analyze, and interpret data to identify trends, patterns, and insights. This course may be useful for developing your communication skills, which can be beneficial for presenting data analysis findings to stakeholders and collaborating with team members.

See salaries and explore the career path for Data Analyst

Software Engineer

Software Engineers design, develop, and maintain software applications and systems. This course may be useful for developing your communication skills, which can be beneficial for collaborating with team members, understanding user requirements, and documenting technical solutions.

See salaries and explore the career path for Software Engineer

Web Developer

Web Developers design, develop, and maintain websites and web applications. This course may be useful for developing your communication skills, which can be beneficial for collaborating with team members, understanding user requirements, and documenting technical solutions.

See salaries and explore the career path for Web Developer

Network Engineer

Network Engineers design, implement, and maintain computer networks. This course may be useful for developing your communication skills, which can be beneficial for collaborating with team members, understanding user requirements, and documenting technical solutions.

See salaries and explore the career path for Network Engineer

Reading list

We've selected 16 books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Help Desk Essentials: Customer Interaction.

Environmental Impact Assessment in the United States

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Practical guide to working on an IT help desk. It covers topics such as troubleshooting technical problems, managing customer expectations, and providing excellent customer service. It valuable resource for both new and experienced help desk employees.

Help Desk Essentials

Customer Interaction

What's inside

Syllabus

Good to know

Save this course

Activities

Career center

Reading list

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