Certified Help Desk Professional: 2-day class includes training and certification exam (Mar. 16-17)
Organization:
The Resource Center for Customer Service Professionals
Category:
Workshop/Seminar
Geographical Area:
San Fran/Silicon Valley
Start
Date:
3/16/2006
End Date:
3/17/2006
Start Time:
End Time:
Event
Info:
Helpdesk professionals who provide front line support represent the entire organization. That means it's essential that every customer support professional at your help desk offers the highest quality customer care to every caller. Prior to taking the Help Desk Professional Certification Exam, students will learn to:
Enhance the skills and characteristics that make you a successful help desk professional
Understand the elements of a service level agreement
Strengthen your customer care techniques
Manage customer expectations during a call
Improve your active listening and problem solving skills
Negotiate wins for the customer and the help desk
Make high-impact follow-up calls
Professionally escalate while retaining call ownership
Handle difficult customers and effectively deal with stress.
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