Help Desk Essentials: Customer Interaction

Focused View

Rich Gilbane

3:24:02

119 View

1. Introduction

1. Introduction.mp4

03:32

2. Perceptions

1. Perceptions Introduction.mp4

02:22

2. Customer Perceptions.mp4

07:18

3. IT Helpdesk Employee Perceptions.mp4

09:22

4. The Business (IT Helpdesk Employer) Perceptions.mp4

05:49

5. Summary.mp4

01:44

3. Language

1. Language Introduction.mp4

00:59

2. Language Barrier.mp4

06:03

3. Local Colloquialisms.mp4

05:31

4. Tech Speak.mp4

25:03

5. Communicating with Colleagues.mp4

07:28

6. Summary.mp4

00:53

4. Communication

1. Communication Introduction.mp4

00:58

2. What Is Communication.mp4

02:37

3. How Do We Communicate.mp4

12:46

4. Why Does Communication Matter.mp4

02:33

5. Controllable Factors.mp4

05:41

6. Non-controllable Factors.mp4

03:51

7. Module Summary.mp4

00:49

5. Call Opening

1. Call Opening Introduction.mp4

00:42

2. Why the Call Opening Matters.mp4

01:10

3. Manner of Communication.mp4

00:38

4. Appropriate Openings.mp4

14:30

5. Module Summary.mp4

00:36

6. The Body of the Call

1. The Body of the Call - Introduction.mp4

00:47

2. What Are You Trying to Achieve.mp4

11:34

3. Identifying the Customers Main Issue.mp4

26:45

4. Summary.mp4

01:27

7. Closing the Call

1. Introduction to Closing The Call.mp4

00:25

2. Key Questions to Ask Yourself.mp4

05:51

3. Why the Call Ending Matters.mp4

11:10

4. Summary.mp4

01:10

8. After the Call

1. After The Call Introduction.mp4

00:31

2. Legal Obligations.mp4

05:45

3. Actions and Systems.mp4

07:43

4. Preparing for the Next Call.mp4

03:17

5. Your Call Journey.mp4

01:58

6. Module Summary.mp4

01:27

7. Course Summary.mp4

01:17

Description

Learn valuable soft skills and customer service skills for working on an IT help desk.

What You'll Learn?

This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.

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Rich is a qualified and experienced HR professional who is an associate member of the Chartered Institute of Personnel & Development. Educated to a post graduate level, Rich spent the majority of his working life working in shared service centers and contact centers and has a vast knowledge and experience of working on and in helpdesk environments in HR and IT based companies.

Pluralsight

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Pluralsight, LLC is an American privately held online education company that offers a variety of video training courses for software developers, IT administrators, and creative professionals through its website. Founded in 2004 by Aaron Skonnard, Keith Brown, Fritz Onion, and Bill Williams, the company has its headquarters in Farmington, Utah. As of July 2018, it uses more than 1,400 subject-matter experts as authors, and offers more than 7,000 courses in its catalog. Since first moving its courses online in 2007, the company has expanded, developing a full enterprise platform, and adding skills assessment modules.