The Quality Help Desk

A Two-Day Training Course

Course Aims

This course has been designed to ensure that delegates understand the role of the Quality Help Desk and how it should be organised. To appreciate the importance of monitoring their actual performance against agreed objectives. To improve all types of communication skills in order to provide a better quality of service. Emphasis is placed on specific types of communication problems including how to recognise and deal with awkward personalities.

This course will enable delegates to:

• Understand the function and importance of a help facility
• Monitor & control their performance
• Adopt a professional attitude & thereby improve efficiency & effectiveness
• Improve their relationship building skills

Course Outline

The Help Desk Concept

• Types of Help Desk
• Help Desk Structure and Functions
• Help Desk Documentation
• Help Desk Standards and Procedures

Problem Management

• Recording
• Follow up
• Escalation

Setup of Employee Records

• Record new/existing staff
• Entering Year to Date Values
• Handle Leavers and create P45 details

Monitoring Help Desk Performance

• What to Monitor
• Status Reports
• Help Desk Meetings

Communication Skills

• Barriers to Effective Communication
• Speaking Skills
• Listening Skills

User Relationships

• Attitudes
• Awkward Users
• Assertiveness

Target Audience

This course will be of benefit to Help Desk personnel and Project Managers responsible for Help Desk installation, as well as anybody requiring a good telephone technique and needing to provide a customer care service.

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