Help Desk Training
from Australia's leading Customer Service Training experts
Training IT Companies and Technical Services Groups since 1999
Solving your
We can solve issues related to your Help Desk customer service support agents, by teaching them how to deal with common issues they face on a day-to-day basis.
Dealing with difficult customers
How to explain simple remedies to people who simply won’t listen and constantly ‘talk over’ you as you lead them through the process
Dealing with customer aggression and abuse
How should you deal with customer aggression and abuse?
'Key Stakeholder’ interference
Dealing with ‘key stakeholder’ interference regarding the most suitable application. How do we deal with friction related issues.
Repeat Offenders
How to manage repeat offenders involving minor but time consuming issues such as continually needing password resets
Delays due to suppliers
A new application with a long lead time encounters further unavoidable delays. How do we tell our largest customer about the need for further delays?
When to escalte issues
Knowing at what point an issue needs to be escalated and dealing with sarcastic comments from the customer when this point is reached
Plus many more
Giving you
Upon completion of our training, you can expect the changes to be both immediate and positive.
The quality of the interactions your team have with customers will be more measured and targeted with improved call control techniques in a variety of situations.
Your team members will have learnt to control and manage every customer interaction irrespective of the profile of the client and the nature of the issue at hand.
Our proven techniques can help to greatly reduce employee stress with dealing with friction situations thus reducing staff angst and the inevitable staff churn when disgruntled employees look for other opportunities.
You team member will learn to look for and identify opportunities to expand your involvement with your customers and cement their relationships. We teach the importance of developing an ‘A Team’ mindset and ensure your entire team are cognisant of the enormous number of options available to your existing customers and why it is imperative that every interaction is geared to keeping them satisfied.
Our Clients
We have worked with the Help Desk and Management teams from some of Australia’s largest companies.
Their teams are getting results by putting our techniques into practice.
Our Courses
We have worked with the Help Desk and Management teams from some of Australia’s largest companies.
Their teams are getting results by putting our techniques into practice.
