Essential Skills for help Desk Analysts
   

 Analysts
The differentiation factor between your call center and another will depend on the call center analysts excellent handling of the customers problems and requests, and ensuring that every customer is a happy one. Your call center must stay focus in the delivery
of excellent service.

This workshop will depict the importance of good service delivery.
It will cover communication and listening skill, call documentation,
good questioning techniques and the technique of closing a call effectively. Other topics include ethics in the workplace and the importance of team working in a call center environment.

Objective
At the end of the workshop,
participants will be able to :

• Understand the reasons and the importance of good customer services
• Know the effective communication techniques
• Understand the support center
  audit process
• Achieve and practice good
  listening skills
• Understand how to open, track and close a call effectively
• Understand task prioritization
• Independently handle difficult situations with customers
• Understand the importance of team working in a call center environment
  

  Who Should Attend
Help Desk Analysts, Engineers, Supervisors, Customer Service Officers, Call Center Professionals, Support Managers and Frontline Service Professionals.

Course Duration
2 day seminar

Session Available
- Public Seminar sessions will be run once a quarter.
- In-house customisation of seminar is also available.

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