Help Desk Essentials: Customer Interaction

سرفصل های دوره

Learn valuable soft skills and customer service skills for working on an IT help desk.

1. Introduction

1. Introduction

2. Perceptions

1. Perceptions Introduction

2. Customer Perceptions

3. IT Helpdesk Employee Perceptions

4. The Business (IT Helpdesk Employer) Perceptions

5. Summary

3. Language

1. Language Introduction

2. Language Barrier

3. Local Colloquialisms

4. Tech Speak

5. Communicating with Colleagues

6. Summary

4. Communication

1. Communication Introduction

2. What Is Communication

3. How Do We Communicate

4. Why Does Communication Matter

5. Controllable Factors

6. Non-controllable Factors

7. Module Summary

5. Call Opening

1. Call Opening Introduction

2. Why the Call Opening Matters

3. Manner of Communication

4. Appropriate Openings

5. Module Summary

6. The Body of the Call

1. The Body of the Call - Introduction

2. What Are You Trying to Achieve

3. Identifying the Customers Main Issue

4. Summary

7. Closing the Call

1. Introduction to Closing The Call

2. Key Questions to Ask Yourself

3. Why the Call Ending Matters

4. Summary

8. After the Call

1. After The Call Introduction

2. Legal Obligations

3. Actions and Systems

4. Preparing for the Next Call

5. Your Call Journey

6. Module Summary

7. Course Summary

45,900 تومان

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خرید دانلودی فوری

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تولید کننده: PluralSight