IT Service Desk: Customer Service Fundamentals

Put the "help" in help desk and the "support" in support specialist by implementing proven techniques that both resolve issues and increase customer satisfaction. In this course, join Fancy Mills as she shares how to take your IT service desk beyond identifying and resolving problems, to also building rapport with customers by alleviating their frustrations. She discusses how to update your operations to include the customer service skills needed for today's customer.

First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.

Learning objectives
Identify how to use close-ended questions in the investigation and diagnosis phase of a customer service call.
Determine how to use open-ended questions in the investigation and diagnosis phase of a customer service call.
Examine how to utilize probing questions in the investigation and diagnosis phase of a customer service call.
Recognize the elements of a resolution process.
Explore the components of the hold process.
Review when to use the mute button during a customer service call.
Identify the steps to follow in the escalation process.