Help Desk Coach Program Content

We pride ourselves in addressing your challenges in our customized customer service training workshops. We teach skills and concepts that will help your technical professionals deliver customer satisfaction.

Customer Service Training for Technical Professionals

Help Desk Coach customer service training programs are developed for level 1, 2, and 3 help desk agents, service coordinators, engineers, technicians, field service engineers, and other technical professionals.

Help Desk Coach workshops teach your technical professionals core skills

• Guide conversations to improve call efficiency
• Help frustrated customers defuse
• Utilize active listening skills
• Communicate effectively via phone and email
• Keep cool under pressure
• Explain technical information to non-technical customers
• Deal with difficult customers
• Follow up and document

Our training workshops can be presented in one day accelerated format, or as a two day in-depth workshop. Either way, the class will be filled with active learning.

The Help Desk Coach will consult with you and select program content to develop the skills your team needs.

On the Phone
Deliver satisfaction Phone etiquette Listen to the customer and issue		Defuse frustration Escalate calls confidently Follow up and document
Desktop
Create value with internal users Help non-technical users Utilize advanced listening skills		Handle emotions Follow up and close tickets Demonstrate desktop etiquette
Field Service
Project professionalism Use on site etiquette Read non-verbal language Filter customer input		Teach customers self-help Deliver bad news tactfully Prioritize multiple problems

Find out about everything that's included in our programs.

Contact us for help with your customer service challenge and we will recommend a plan for you.