"If you're an IT expert but need to brush up on your helpdesk communication skills, this is just for you!"

Course Overview

Let's face it, you're a technical expert! You know your stuff, you know the ins and outs about what you are supporting. But what do you know about telephone answering techniques, effective questioning, or how to deal with an irate customer?

Don't worry help is at hand! This course is specifically designed to cater for technical professionals who deal with customers and users.

You will learn all about customer service, communication, managing customer frustration, increasing customer receptivity to solutions, helping customers explain the real problem, and efficient listening skills.

You will then be able to help your customers the first time that they call and reduce the need for repeat calls that just clog up the helpdesk lines!

Who Will Benefit From The Course?

• IT help desk agents
• Technical support representatives,
• Technical help desk engineers,
• Field engineers
• Other staff who provide technical support to either internal or external customers

What Will You Gain From the Course?

• You will understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service
• Helping the non-technical customer verbalize issues
• Efficient and effective listening methods
• You will understand what the expectations and needs are from your customers
• You will learn how to alter your tonality, inflection and how to control your voice
• Dealing successfully with frustrated customers
• Involve customers in problem resolution
• You will learn best practices and telephone 'etiquette' when answering, holding or transferring calls
• You will learn how to listen attentively and how to elicit the callers needs
• You will learn how to handle complaints effectively and in a positive way

Would You Like To Make An Enquiry Or Ask A Question?

Call us for FREE on 0800 849 6732

Email us at enquiries@m-t-d.co.uk

Complete our online form

What Makes MTD Different From The Rest?

Reason # 1

We Will Design And Deliver A Custom Designed Solution Centred Around Your Training Needs And Requirements At No Additional Cost To You.

Reason # 2

Our Courses Are Rated 9.2 Out Of 10 On Our Feedback Forms And 100% Of Our Clients Say That They Would Use Us Again - Your Staff Will Be In Safe Hands!

Reason # 3

We Supply Only The Very Best Trainers For Your Event. We Will Select The Trainer That Has The Highest Skill Level And Experience Relative To Your Requirements. Our Trainers Are Specialists In Their Fields - This Means That Your Staff Receive The Very Highest Standards Of Training Content And Delivery.

Reason # 4

Every Manager That Attends A Course Run By MTD Will Receive Unlimited

Post-Course Email & Telephone Support Whilst They Are Implementing The Techniques And Strategies That They Have Covered On The Course. After All, That's When The Real Work Starts!

Reason # 5

We Offer You Great Value For Money. Our courses start from as little as £695 per day for in-house training. This provides incredible value for money especially when you bear in mind that the cost includes:

• All of the preparation time required in order to gather your requirements and to get an understanding of your training needs.

• The time and expertise required to design and develop your bespoke course

• The delivery of your event by a highly experienced and specialised trainer

• Top quality course materials, manuals, handouts, assessments etc

• Lifetime unlimited email and telephone support after the course

• Providing feedback on the success of the event and on individual training development needs

• Course certificates

Reason # 6

Our Delivery Methods Will Ensure That Your Event Is A Success Or We Will Refund Your Money In Full

Reason # 7

We Provide Flexible Solutions For Your Training Needs. Whether It Be Through A Course, One On One Coaching Or A Management Development Programme, We Can Design A Tailor Made Solution To Exceed Your Expectations