Training
With proven techniques we help your service desk:
- Improve First Contact Resolution
- Explain technical information to all users
- Present consistency no matter who handles the contact
- Communicate value of services to customers
- Defuse frustrated users and problem solve
- Reduce repeated contacts for common issues
The HelpDeskCoach Difference
We don’t believe in one program fits all training. We evaluate your needs and customize a workshop for your team. To learn more about our customization and assessment process…
Our Customer Service Workshops teach core communication skills and customer service best practices:
- Calm upset end users
- Communicate clearly, even to non-technical users
- Listening skills and problem solving process
- Manage customer expectations
- Improve contact efficiency
- Deal with difficult users
- Project professionalism under pressure
- Communicate via appropriate channel
Customized training content for the channels you use
Phone/Email/Chat
Resolve issue on first contact
Migrate users to self support
Calm frustrated users
Guide conversation
Document and follow up
Desktop/On-site support
Utilize advanced listening skills
Teach customers self help
Communicate value to internal users
Follow up and close tickets
Demonstrate desktop courtesy
Field Service
Defuse difficult situations
Deliver bad news diplomatically
Project professionalism
Filter customer input
Prioritize multiple problems
Contact Help Desk Coach for a free consultation
after you complete our free assessment →
Contact Us with your customer service challenges and we will suggest a plan for you.
