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Service Helpdesk & Technical Support Course

Service Helpdesk & Technical Support Course

By One Education

  • 30 Day Money Back Guarantee
  • Completion Certificate
  • 24/7 Technical Support

Highlights

  • On-Demand course

  • 8 hours

  • All levels

Description

Imagine this scenario: You are on the phone with a customer who is frustrated with a technical issue they are facing. They are upset, and it's up to you to resolve their problem quickly and efficiently. How do you handle the situation? If you are unsure, our Service Helpdesk & Technical Support course is here to help you master the skills needed to provide exceptional customer service.

Our comprehensive course covers everything from managing interoffice calls and voicemail to invoicing and petty cash. You'll learn the essential aspects of phone etiquette, how to build rapport with customers over the phone, and how to manage difficult callers. We'll also cover effective communication, problem-solving, and record-keeping to ensure that you can provide top-notch service to your customers every time.

Learning Outcomes:

  • Develop effective communication skills for handling customer inquiries and concerns.

  • Apply problem-solving techniques to technical issues over the phone.

  • Use organisational skills to manage customer records and follow-up tasks.

  • Demonstrate proper phone etiquette to build rapport with customers.

  • Utilise business writing skills to effectively communicate with customers.

  • Manage difficult callers and turn negative interactions into positive experiences.

Why People Love And Enrol The Course From One Education

  • Eligibility for an CPD -accredited certificate on successful completion of Course

  • Learning materials of our course contains engaging voiceover and visual elements for your comfort

  • Freedom to study at your own pace

  • 24/7 access to the course materials for 12 months

  • Full Tutor support on weekdays (Monday - Friday)

This masterclass Service Helpdesk & Technical Support online training course is designed by industry experts and will give you an in-depth understanding of this topic. The course features easy-to-digest modules that break down each topic and ensure all our students receive an unrivalled and thorough learning experience.

If you want to work in this rapidly growing sector and stand out from the competition, then our course is the perfect place to kickstart your dream career.

On the course, we guarantee that you will gain relevant skills and acquire tremendous knowledge on the subject. The certificate you'll achieve after completing the course will help you land the job you want in a related field.

Enjoy a pleasant and professional 100% online learning experience and enrol in our course today and take control of your career!

Course Curriculum:

Here is a curriculum breakdown of the course:

course:

Module 01: Managing Interoffice Calls and Voicemail

  • Transferring Calls

  • Placing Callers on Hold

  • Taking Messages

  • End the Conversation

  • Proper Greeting on Voicemail

  • Managing Important Messages

  • Ensuring Proper Message Delivery

  • Leaving A Voicemail

Module 02: Aspects of Phone Etiquette

  • Common Telephone Etiquettes

  • Creating Positive Telephone Image

  • Maintaining Proper Phone Voice

  • Using Professional Phrasing

  • Preparation before Respond

  • Respecting the Caller

  • Effective Telephone Usage

  • Why Avoid Multitasking

  • Reducing Office Distraction

  • Dealing with Interruption from Others

Module 03: Business Telephone Skills

  • Telephone Etiquette

  • Telephone Skills
    Taking & Transferring CallsTaking MessagesScreening CallsProtecting Employer

  • Telephone Courtesy Tips

  • Domestic and International Calls

  • Voice-Mail Courtesy

  • Summary

  • Assessment

Module 04: Building Rapport Over the Phone

  • What is Rapport Building?

  • Importance to Rapport Building

  • Ways to Building Rapport over Phone

  • Critical Skills to Rapport Building

  • Mistakes in Rapport Building

Module 05: Inbound and Outbound Calls

  • Inbound Calls

  • Long Greeting Messages

  • Introducing Yourself

  • How to Focus on Their Needs

  • Tips to Be Patient

  • Outbound Calls

  • Ways to Be Prepared

  • Identification of Yourself

  • Giving Reason for the Call

  • Telemarketing

  • Information Privacy of Caller

Module 06: Active Listening and Managing Tough Callers

  • What is Active Listening?

  • Active Listening Techniques

  • Characteristics of Good Listener

  • Personal Obstacles

  • External Obstacles

  • Dealing with a Tough Caller

  • Importance of Quick Work

  • Why Listen to the Story First?

  • How to Apologise

  • Compensation Handling

Module 07: Mail Services and Shipping

  • The Office Mail

  • Mailing and Shipping Details
    Maximum Weight and Dimensions
    For Regular MailsFor Business MailsDifference between Sizes

  • Addressing
    Guidelines for AddressingAddress FormatLayout for British Forces Post Office (BFPO)Layout for International Destination

  • Wrapping and Packaging

  • Royal Mail Services
    Universal ServiceSpecial DeliveryBusiness ServicesUnaddressed Promotional Main Delivery

  • Alternatives to Royal Mail

Module 08: Intra Organisation Dealings

  • Handling Complaints

  • How Everyone Plays a Role

  • Corporate Culture

  • Intra Organisation Conflict Resolution

  • Anger Management

  • Stress Management

  • Time Management

  • Things to Do with Yourself

Module 09: Problem Solving over the Phone

  • Understanding the Problem

  • Identifying the Cause

  • Providing Possible Solution

  • Dos' and Don'ts' of Handling Complaints

  • Ways to Express Empathy

  • How to De-Escalate Angry Calls

  • Friendly Follow-Up

  • Restoring Relationship

Module 10: Record Keeping and Filing Systems

  • Keeping Accurate Records

  • Filing Systems
    Alphabetical SystemSubject SystemSubject Index

  • How to Alphabetise for Filing and Indexing
    Individual or Personal NamesCompany or Business NamesMiscellaneous

  • Handling Confidential Documents
    What is ConfidentialityConfidential Electronic DocumentsConfidential Paperwork

Module 11: Business Writing Skills

  • Structures of Business Documents
    AgendasEmail MessagesBusiness LettersBusiness proposalsBusiness Reports

  • Structures of Other Official Documents
    RFPProjectionsExecutive SummariesBusiness Cases

  • Editing and Proofreading
    Introduction to ProofreadingWhat does a Proofreader do?ProofreadingProofreading SymbolsProofreading on Paper & ScreenStrategies to Check for Specific ErrorsEditing & Proofreading StrategiesElectronic Revision

Module 12: Organisational Skills

  • Organising Daily Work

  • Organising Workplace

  • Organising Resources

  • Organising Tools

  • Cultivating Organisational Habits

Module 13: Communication Skills

  • Effective Listening Skills

  • Verbal Communication
    Written CommunicationOral Communication

  • Non-Verbal Communication

  • Communication Strategies

Module 14: Customer Relationship Management

  • What is CRM?

  • Types of CRM

  • Benefits of CRM

  • The Goal of CRM

  • The Primary Stages of the CRM Value Chain

  • Development of CRM Plan

  • Strategies for Customer Retention

  • Dealing with Unprofitable Customers

  • Evaluating Your Customers' Value

Module 15: Effective Planning and Scheduling

  • Work Breakdown Structure
    Introduction to WBSDeliverable & Phase-Based WBSSteps for Creating WBSBest Practices and Tips for WBS

  • Estimation Process and Resources Alignment
    Estimating DurationsIncreasing Estimation AccuracyTask Dependencies
    Dependency DefinitionsDependency Types

  • Aligning Resources with Activities
    Resource Breakdown StructureResource CalendarStages of Resource Scheduling
    DefinitionAllocationAggregationLevelling

  • Resource Turnover

  • Project Planning
    The Purpose of Project PlanningProject Planning Guide
    Project GoalsProject DeliverablesProject ScheduleSupport Plans
    Human Resource PlanCommunications Plan

  • Project Management Pitfalls

  • Risk Management
    Principles of Risk ManagementRisk Management Process
    Identify the RiskAnalyse the RiskRisk EvaluationMonitoring and Controlling the Risk

Module 16: Invoicing/Petty Cash

  • Financial Record Keeping

  • Invoice
    Types of InvoiceBenefits of Online InvoicingWhat to include in an Invoice

  • Petty Cash
    Keeping Petty CashPetty Cash ManagementTips on Running a Petty Cash Fund

  • Budgeting
    Types of BudgetSales BudgetExpense BudgetProduction BudgetManufacturing BudgetLabor BudgetCapital BudgetCash Budget

  • Budgeting Process

  • Importance of Budgets

Method of Assessment

To successfully complete the course, students will have to take an automated multiple-choice exam. This exam will be online and you will need to score 60% or above in order to pass. After successfully passing the course exam, you will be able to apply for an CPD -accredited certificate.

Exam & Retakes:

It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable.

Certification

Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery).

Who is this course for?

The Service Helpdesk & Technical Support training course is ideal for highly motivated individuals who want to enhance their professional skills and train for the job they want! This course also suits people aspiring for some in-depth knowledge on this topic and keep up to date with the latest information.

Study the course today and increase your professional skillet from the comfort of your home!

This course is ideal for:

  • Customer service representatives who want to improve their skills.

  • Technical support staff who interact with customers over the phone.

  • Anyone looking to build their communication and problem-solving skills in a business setting.

  • Small business owners who want to provide excellent customer service.

Requirements

There are no formal entry requirements for the Service Helpdesk & Technical Support course, with enrollment open to anyone! Anyone and everyone with a knack for learning can enrol on this course without any hesitation.

Learn online from any internet device, including your computer, tablet or smartphone. Study when it suits you and complete the course at your own pace.

All students must have a passion for learning and literacy, as well as being over the age of 16.

Career path

  • Technical Support Specialist (average salary: £23,000 - £35,000)

  • Customer Service Representative (average salary: £17,000 - £23,000)

  • Helpdesk Support (average salary: £18,000 - £30,000)

  • IT Support Technician (average salary: £18,000 - £35,000)

  • Call Centre Agent (average salary: £16,000 - £25,000)

  • Service Desk Analyst (average salary: £20,000 - £40,000)

About The Provider

One Education

With a team of industry professionals producing and delivering our course content, you can be sure the skills and knowledge you learn apply to your career aspirations in manag...

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