TOPICS

Course Outline
1. Support Center Overview
The Evolution of the Support Center
Role of Desktop Support Technician
Support Center’s Role in the Business
2. Strategic Framework
Strategic Perspective
Service Level Agreements
Standard Operating Procedures
Business Alignment
3. Service Delivery Methods and Technology
Service Delivery Methods
Telephony Systems
Service Management Systems
4. Support Center Processes and Operations
IT Service Management
ITIL Service Support
Security Management
Knowledge Management
Quality Assurance
5. Customer Management Skills
Total Contact Ownership
Procedures for Call Handling
Procedures for On-site Visits
6. Communication Skills
The Communication Process
Cultural Sensitivity
Vocal Elements
Active Listening
Body Language
Incident Documentation
Writing Skills
7. Problem-Solving and Troubleshooting Skills
Problem-Solving and Types of Thinking
Questioning Skills
Solve Incidents with IMPACT
Additional Customer Service Skills
Root Cause Analysis
8. Maximizing Effectiveness
Your Customer’s Psychological Needs
Handling Conflict
Difficult Customer Behaviors
Stress Management
Power of a Service Attitude
Managing Your Use of Time.