Help Desk Analyst Training and Certification
Online self-study & certification exam, $599
Instructor led 2-day training & certification exam, $1195
2-day on-site delivery available
RCCSP
  Professional
    Education
       Alliance

Overview

The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's support professionals. Customer satisfaction is derived from effective communication as much as from obtaining a technical solution.

This course provides the customer skills necessary to deliver quality services in today's high expectation and complex support environment. Application of the skills and knowledge gained from this program can result is that market-valued distinction which sets individuals and companies apart as the best in the technology support industry. Topics covered include practical skills in effective communication, telephone and online professionalism, questioning techniques, teamwork, and support tools, among others.

Benefits to the Organization:

  • Improved customer satisfaction
  • Improved morale amongst the professional staff
  • Increased employee retention
  • Standardized, consistent application of best practices in customer service delivery across the support organization
  • Support professionals with a knowledge of proper customer service technique and a clear understanding of what's expected of them in the performance of their support duties.

Who Should Participate

This course is designed for new help desk and technical support professionals who need to provide excellent customer service in addition to technical solutions, and those who are seeking certification. The program is designed to impart soft skills, communication techniques, and strategies for effectively working with all types of customers to solve technical problems over the telephone or via the Internet. Experienced support professionals who have not received the benefits of formal customer service skills training will gain new skills and knowledge for improving their current practices.

Agenda

Module 1: Communication Fundamentals

1. Managing Customer Perceptions

  • Factors that contribute to successful customer perceptions
  • The value of gaining customer feedback, including complaints
  • How to manage and modify customer expectations

2. Making Communications More Successful

  • Engaging customers in ways that improve focus, involvement and positive interaction
  • Indicators of successful communication
  • Paraphrasing techniques
    • Achieving clarification
    • Demonstrating interest
  • Barriers to communication and how to overcome them

3. Effective Listening Skills

  • The impact effective listening can have on business communication and business success
  • Reasons for selective listening
  • How to keep the customer’s attention
  • Five realities associated with effective communication
  • Rules of cross-cultural communication
  • Keys to better listening
  • Techniques for increasing your attention span and staying tuned-in to the customer

4. Adapting Communication Styles to Customer Knowledge Levels

  • The four levels of learning
  • Matching communication strategies to learning levels in order to enhance problem resolution and optimize results
  • Applying the cycle of learning to your own professional development and skill building

5. Recognizing Energy Profiles in Communications

  • "Energy profiles" used for information input and processing
  • How energy profiles effect the professional's ability to communicate with others
  • How to manage the stressors associated  with each energy profile to increase communication success

Module 2: Information Gathering for Problem Resolution

Four types of questions that help to maintain call control

  • Questions to overcome the customer’s or your own assumptions
  • Types of information gathering approaches
    • Situations appropriate for each
  • Structured problem statements
  • Questions that clarify customer situations

Module 3: The Structured Call - Beyond Communication Basics

1. Telephone Communications

  • Building rapport
    • Making the caller feel important
    • Increasing cooperation
  • Call documentation
    • Each of the required elements
  • How to conduct professional holds
  • How to conduct professional transfers
  • Strategies for dealing with persistent callers
  • Effective disengagement techniques
  • The well-structured conclusion process

2. Online Communication

  • Three rules of protocol that ensure professionalism online
  • The five elements of clear writing
  • Objectives in writing a complete, professional online response
  • Rules of grammar

Module 4: Dealing With Challenging Customers

1. Negotiating Strategy

  • Rules of a good negotiating
  • Methods for setting a positive tone
  • How to gather information for clear negotiation
  • Three negotiation points of leverage
  • Commonly used tactics and styles used in negotiation
  • Six phases of negotiating that result in a win/win problem resolution
  • Techniques used to elicit a yes response

2. Difficult Customers

  • How understanding the stages of conflict can help you to anticipate and avoid difficult situations
  • Tactics for managing customer anger
  • The types of difficult customers and how to manage each
  • Positive and negative trigger phrases that prevent or create conflict

3. When and How to Say No

  • Five objectives that enhance your ability to effectively and professionally say no to a customer
  • Dealing with the customer who refuses to take no for an answer

4. Escalation Process

  • Situations that merit escalation to the next level
  • Developing a clear handoff procedure
  • Factors that determine when to escalate

Module 5: Maintaining Confidence and Credibility

1. Objectives that must be met to achieve effective customer support

2. The meaning of transparency and how it relates to customer support

3. Confident approaches to answering questions, even when you don’t have the answers

4. The difference between lying and withholding company information from the customer

5. Telling the truth without being transparent

  • Responses to customer questions that can "put you on the spot"

Module 6: Benefits and Challenges of Teamwork

1. Attributes of effective team decision-making

2. Keys to successful teamwork

3. Methods for handling the challenges of teamwork

4. Teamwork barriers and how to overcome them

5. Advantages and disadvantages of teamwork

Module 7: Personal Development

1. Basic Organization and Productivity

  • Using the SMART format to ensure they goals are realistic and achievable
  • Circumstances in which team synergy is effective
  • Examples of a daily time management plan

2. Stress Management

  • Factors leading to burnout
  • Practical techniques to relieve job stress

Dates, Locations and Registration

Recommended Follow-on Courses:

Virtual Support Professional Training and Certification

ITIL Foundations

Certified Field Service Professional

Home

Training & Certification:
   w Call Center
   w IT Support Center
   w ITIL
   w Help Desk

   w Telecom

Call Center Operations
Technical Support
Call Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics / Benchmarking
CRM
Hiring & Retention
Outbound Telesales
Novelty Gifts & Humor
Half-Priced Books

Subject Index
Catalog Index

Shipping Options
About Us
Contact Us

Certification

Certification consists of two parts: the course and an online certification exam.  The exam is administered over the Internet, may be taken following the course from the candidate's home or office, and consists of 100 exam questions which must be completed within a single 2-hour sitting.  The exam is pass/fail, and candidates must achieve at least a 75% score in order to obtain certification. If you do not pass the exam on your first attempt, a second administration can be scheduled for a $95 retake fee. You will receive more exam information on site during the class.

Registration Fees

The per student registration fee for classroom presentation of this seminar is $1,195, and includes the seminar, course materials, online pre-exam prep course, certification exam, and continental breakfast and refreshments each day. Class begins at 8:30 a.m. and ends at 5:00 p.m. each day. Please arrive at 8:00 a.m. the first day to sign in. Dress is business casual.

For on-site training option, see below.

The per student registration fee for the online option is $599. The course consists of a lecture through streaming video, lecture slides that can be viewed separately for review, exercises consisting of real-world scenarios, a graded assessment for each module, and links to related industry information. Attendees may take the assessments prior to the lecture and slides as a pre-test for each section as well. Upon registration, students are allowed access to the online course for 60 consecutive days and must complete the course within that time.  The online course includes access to online instruction, a workbook, and one exam administration. If you do not pass the exam on your first attempt, a second administration can be scheduled for a $95 retake fee. Network connection or modem, Flash Player, and a sound card are required. A password will be provided for online access to the course. Please wait for this password before attempting to login to the course.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
Self Study Online --------------
October 16-17, 2013 Boston, MA EMC Offices
Apr 29-30, 2014 San Jose, CA To Be Determined
Oct 8-9, 2014 Atlanta, GA To Be Determined

In-House Training Option

In-house, private training offers the added benefits of

  • Facilitated team interaction
  • A confidential environment where customer interactions, team synergies, conflicts, and front-line policies can be openly discussed
  • Minimal travel time and costs; and
  • Accessibility
  • Cost effectiveness  

If your support centers has a number of front-line professionals and team leads, an in-house program can maximize your training investment.  To discuss pricing and instructor availability, contact RCCSP at (708) 246-0320.

Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to six attendees, and a per person fee for each attendee thereafter.  On-site fees are all inclusive:

  • Up to 10 participants - $11,995 including:
    • Instructor-led training
    • Course manuals
    • Shipping costs
    • One online certification exam administration for each attendee
    • Instructor's travel & lodging expenses in the continental USA
    • Certificates of completion
    • Certification awards
  • Additional participants - $695 each.

Additional travel surcharges apply for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

  • An easel with self-stick flip chart paper, and markers
  • LCD projection unit and projection screen

More Training and Certification Courses


Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

On-site training scheduling and cancellation policy.  On-site training fees must be paid to reserve a training date.  Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials.  Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.

In all circumstances, seminar provider's liability shall be limited to fees received.

Become a certified callcenter manager