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Fran Gilbane and Rich Gilbane

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
Read more
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
Provides an opportunity to revisit the language you'll be using in this field, setting you up for success in other course activities.
Browse courses on Language
Show steps
  • Find a tutorial on help desk terminology
  • Review tutorial and take notes
Review 'How to Win Friends & Influence People'
Strengthens communication and rapport-building skills, enhancing the effectiveness of other activities.
Show steps
  • Obtain a copy of the book
  • Read and summarize key principles
Review Communication Principles
Refreshes your understanding of communication principles, preparing you for other course activities.
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Show steps
  • Review articles or books on communication
  • Reflect on the key takeaways
Five other activities
Expand to see all activities and additional details
Show all eight activities
Conduct a Call
Refreshes the skill of conducting a call, setting you up for better success in practicing other skills in this course.
Show steps
  • Review types of calls
  • Practice call opening with a partner
  • Practice closing a call
Practice Rapport-Building Phrases
Strengthens the soft skills needed to succeed in the role, complementing other course activities.
Show steps
  • Locate practice exercises for rapport-building phrases
  • Complete practice exercises
  • Find a partner to practice with
Attend a Customer Service Training Workshop
Provides an opportunity to engage with other professionals and gain deeper insights.
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Show steps
  • 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
Synthesizes concepts throughout the course, showcasing your understanding and ability to communicate about customer service best practices.
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Show steps
  • 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
Reinforces your knowledge and skills while supporting others in their development.
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Show steps
  • 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.

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.
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.
Provides a comprehensive overview of customer service best practices, from handling difficult customers to resolving complaints. It great resource for new and experienced help desk employees alike.
Provides a comprehensive overview of the IT help desk. It covers topics such as the role of the help desk in the modern workplace, best practices for providing customer service, and emerging trends in help desk technology. It valuable resource for anyone who wants to learn more about the IT help desk.
Provides a roadmap for creating unforgettable customer experiences. It valuable resource for any help desk employee who wants to improve their customer service skills. While it is not specific to IT help desk work, the principles it teaches can be applied to any customer service role.
Comprehensive guide to providing excellent customer service. It covers topics such as building rapport, handling difficult customers, and resolving complaints. While it is not specific to IT help desk work, the principles it teaches can be applied to any customer service role.
Provides a fresh perspective on customer service, arguing that businesses need to focus on creating ultimate customer experiences rather than simply providing good service. It great read for anyone who wants to take their customer service skills to the next level.
Provides insights into the psychology of customer service, helping readers to understand how to build strong relationships with customers. It valuable resource for anyone who wants to improve their customer service skills.
Provides a practical guide to conversational design for customer support. It valuable resource for anyone who wants to improve the customer experience through better communication.
Provides five leadership principles for creating a legendary customer experience. It valuable resource for anyone who wants to improve the customer experience within their organization.
Provides a comprehensive guide to customer centricity, helping readers to understand how to put the customer at the heart of their business. It valuable resource for anyone who wants to improve the customer experience and drive business results.
Provides a comprehensive overview of the digital customer experience. It valuable resource for anyone who wants to understand how to improve the customer experience in the digital age.
Provides a comprehensive overview of the experience economy. It valuable resource for anyone who wants to understand how to create memorable and engaging experiences for customers.
Provides a comprehensive overview of the innovator's dilemma. It valuable resource for anyone who wants to understand how to avoid the pitfalls of disruption and stay ahead of the competition.
Provides a comprehensive overview of good and bad strategy. It valuable resource for anyone who wants to understand how to develop and execute a successful strategy.
Provides a comprehensive overview of the lean startup methodology. It valuable resource for anyone who wants to understand how to build a successful startup.

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