| Achieving High Performance at the Help Desk
Through Effective Leadership 2-day training seminar. Register online and get a free book!  |
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Overview
As a help desk team leader or manager, you must utilize many special skills, techniques, and styles that you may not have had a need for in your pre-leaderships customer support positions. As a leader, you will need to motivate and empower your helpdesk employees, and provide good communication, feedback, clear expectations, coaching when needed, rewards for correct behavior, confidence, and caring for them as individuals. When you give your employees the support they need, you empower them to deliver the excellent service your customers need.
This seminar provides an introduction to customer support leadership principles and methods, moving beyond popular philosophies and trends to practical leadership techniques that you can put into practice immediately.
Agenda!
The Impact of Effective Leadership
Motivation Theories
Situational Leadership
Leadership Approaches
How to Put Leadership Into Practice
How to Grow People and Inspire Motivation
Different Methods of Decision Making
Problem Solving Styles
How to Create Achievement-Oriented Teams
Special bonuses for on-line registration!
Register from this web site and receive a complimentary support management book from the Resource Center*. To learn more about these books, click on the open book icons to the left of each title. Choose from:
Revolutionizing Support Staff Training
Coaching for Improved Work Performance
Coaching Knock Your Socks Off
Service
Coaching for World Class Customer Support
Motivating and Managing Help Desk People
How to Give
Meaningful Feedback to Increase Motivation and Productivity
Powerful Performance Appraisals
* Normal shipping and handling fees apply
Seminar Schedule, Start Times and Dress Code
| Sept 20-21* | San Francisco | Hilton Fisherman's
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| Oct 18-19* | Boston | Location to be Announced |
| Nov 15-16* | Phoenix | Location to be Announced |
| Dec 13-14* | San Diego | Location to be Announced |
Click on the "Hotel Info" icons for hotel address, phone number, directions, and other nearby hotels.
Class begins at 8:30 a.m. and ends at 5:00 p.m. on the first day and and 4:30 p.m. on the second day. You should arrive at 8:00 a.m. the first day to sign-in and meet fellow attendees. Dress is casual. Keep in mind that meeting rooms can be chilly.
* Maximize your learning experience. Register for two help desk training classes in the same week for four full days of training! Achieving High Performance at the Help Desk Through Effective Leadership is presented the same week as:
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Registration Fees and What's Included
The per student registration fee for this seminar is $1,095, and includes the seminar, course materials, certificate of completion, refreshments, and continental breakfast both days. To register, call (708) 246-0320 or click on the "Register" button below.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the 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 $300. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $300, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to change.
Help Desk Books
Call Center
Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
CRM
Bargain Books (50% off!)