Booking options
£12
£12
On-Demand course
8 hours
All levels
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).
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.
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.
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)
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...