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
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.