Service Helpdesk & Technical Support

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 Calls
  • Taking Messages
  • Screening Calls
  • Protecting 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 Mails
    • For Business Mails
    • Difference between Sizes

• • Addressing
    
    • Guidelines for Addressing
    • Address Format
    • Layout for British Forces Post Office (BFPO)
    • Layout for International Destination

• • Wrapping and Packaging

• Royal Mail Services
  
  • Universal Service
  • Special Delivery
  • Business Services
  • Unaddressed 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 System
  • Subject System
  • Subject Index

• How to Alphabetise for Filing and Indexing
  
  • Individual or Personal Names
  • Company or Business Names
  • Miscellaneous
• Handling Confidential Documents
  
  • What is Confidentiality
  • Confidential Electronic Documents
  • Confidential Paperwork

Module 11: Business Writing Skills

• Structures of Business Documents
  
  • Agendas
  • Email Messages
  • Business Letters
  • Business proposals
  • Business Reports
• Structures of Other Official Documents
  
  • RFP
  • Projections
  • Executive Summaries
  • Business Cases
• Editing and Proofreading
  
  • Introduction to Proofreading
  • What does a Proofreader do?
  • Proofreading
  • Proofreading Symbols
  • Proofreading on Paper & Screen
  • Strategies to Check for Specific Errors
  • Editing & Proofreading Strategies
  • Electronic 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 Communication
  • Oral 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 WBS
  • Deliverable & Phase-Based WBS
  • Steps for Creating WBS
  • Best Practices and Tips for WBS

• Estimation Process and Resources Alignment
  
  • Estimating Durations
  • Increasing Estimation Accuracy
  • Task Dependencies
    
    • Dependency Definitions
    • Dependency Types

• • Aligning Resources with Activities
    
    • Resource Breakdown Structure
    • Resource Calendar
    • Stages of Resource Scheduling
      
      • Definition
      • Allocation
      • Aggregation
      • Levelling

• • • Resource Turnover

• Project Planning
  
  • The Purpose of Project Planning
  • Project Planning Guide
    
    • Project Goals
    • Project Deliverables
    • Project Schedule
    • Support Plans
      
      • Human Resource Plan
      • Communications Plan

• • Project Management Pitfalls

• Risk Management
  
  • Principles of Risk Management
  • Risk Management Process
    
    • Identify the Risk
    • Analyse the Risk
    • Risk Evaluation
    • Monitoring and Controlling the Risk

Module 16: Invoicing/Petty Cash

• Financial Record Keeping

• Invoice
  
  • Types of Invoice
  • Benefits of Online Invoicing
  • What to include in an Invoice

• Petty Cash
  
  • Keeping Petty Cash
  • Petty Cash Management
  • Tips on Running a Petty Cash Fund

• Budgeting
  
  • Types of Budget
  • Sales Budget
  • Expense Budget
  • Production Budget
  • Manufacturing Budget
  • Labor Budget
  • Capital Budget
  • Cash 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)

Currently there are no Q&As for this course. Be the first to ask a question.