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Effective Help Desk - Key Competences Training

training code: HR-IT-Efekt+HD / EfektywnyHD_ENG / EN
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For more information, please contact the sales department. For more information, please contact the sales department.
1,950.00 PLN 2,398.50 PLN with TAX

The training is dedicated to support teams and help desk staff

Benefits resulting from completing the training:

    • Knowledge of the quantitative and qualitative Help Desk performance indicators

    • Ability to build a professional image of the Help Desk department

    • Knowledge of the most important mechanisms / elements of effective communication

    • Ability to effectively communicate during F2F and telephone conversations

    • The ability to adapt to the customer and build a good contact

    • Knowledge of techniques to help avoid misunderstandings and the ability to use them in practice

    • Ability to communicate effectively and professionally using electronic media

    • The ability to use customer needs  analysis techniques in practice

    • Ability to deal with difficult situations when working with clients

The training does not require any prior preparation.

  • Training: English
  • Materials: English
  1. Module 1. What is an effective Help Desk?
    • The role and place of Help Desk in IT processes
    • Basics of ITIL philosophy
    • Help Desk organization
    • Performance measures
    • Help Desk as a key area for building a positive IT image in the organization
    • Key problems and challenges
  2. Module 2. Simulation game – introduction to the subject of communication in the Help Desk
    • Simulation game aimed at showing the most important elements of effective Help Desk  communication
    • Communication from the general to the detail and matching the language to the message sender level
    • Typology of communication styles – impact on effective communication
  3. Module 3. Effective communication of the Help Desk employee part 1
    • Positive attitude in the situation of user handling – customer service pillars
    • Model 4 P
    • Verbal and non-verbal communication – how to communicate effectively face to face and during a telephone conversation
    • Voice modulation as a telephone communication tool
  4. Module 4. Effective communication of the Help Desk employee part 2
    • The most common sources of confusion in communication with the Help Desk client
    • Skills to formulate understandable and precise statements
    • Ability to understand the statements of other people
    • Model of four levels of messages according to von Thun
  5. Module 5. Reaching the client's needs
    • Techniques for effective acquisition of information from clients
    • Open and closed questions – when to use them
    • Different types of questions – their effectiveness depending on the purpose of the conversation
    • Active listening – hearing versus listening
  6. Module 6. Difficult talks with clients
    • Assertive, it is how?
    • NVC approach – non-violent communication
    • 5 life jackets in communication with a difficult customer
    • Building assertive messages
    • Assertive refusal
    • Border protection
    • Coping with negative emotions – coping techniques