Seminar Description

Outstanding end-user support is not just a matter of having great technical knowledge. The great desktop support technicians build great IT careers by also understanding the importance of human-relations. Part technologist, part psychologist, the exceptional desktop support staffer understands that there is truly an art to using technology as the solution for workplace problems. This one-day seminar will focus on helping the desktop support staffer deliver great end-user support by knowing how to combine the technical aspects of the job an empathetic (and occasionally sympathetic) ear. You'll learn how to use emotional intelligence concepts and techniques to create positive outcomes for you and your user.

Bring this Workshop Onsite to Your Location.  Small or large groups; Save on travel expense and time away from the office by bringing the training right to your door. Find out more.

Learning Objectives

At the end of this training, you'll be able to:

• Understand and know how to communicate with the four generations in the workplace
• Understand how to use "emotional intelligence" to provide better customer service and manage your stress
• Know how to deal with angry customers (rude or abusive end-users) for positive results
• Understand the keys to effective communication with end users
• Know how to overcome barriers to communication when using the telephone or chat
• Identify keys to dealing positively with the stress of the help desk position
• Understand how to solve daily helpdesk problems
• Know how to say "no" without alienating the end user
• Understand how to manage a help desk and develop expert help desk technicians and systems
• Find sources for customer service training for help desk technicians/professionals

Who should attend?

The target audience consists of IT support professionals who provide end-user helpdesk support, IT managers, network administrators, help desk technician or anyone involved in supporting end users.

Course Outline

Module One: The Challenge of Different Generations

Today's workplace has greater diversity among its employees than at any other time in our history. Just recently, it seemed as though we managed a fairly homogeneous group of people, meaning they were all about the same age and sex with similar racial/ethnic backgrounds and they all came from equally similar socio/cultural environments. It required only a few tools and just a moderate understanding of these issues to manage a workforce. But today the situation is radically changed: The workgroup you manage is very likely composed of men and women of all age groups with differing racial/ethnic backgrounds as well as widely ranging socio/economic backgrounds. Much has been written about these differences in all areas except age. Generational differences are often the least understood of these topics. In this session you will examine the way people of different age groups look at the world, the workplace, and technology.

• What are the four generational groups at work?
• How have world and national events shaped their view of the workplace?
• Where do the loyalties of each group lie?
• To which group do the IT managers belong?
• Who are the Help Desk professionals?
• What are the potential pitfalls dealing with each group?

Module Two: Emotional Intelligence

Emotional intelligence includes the ability to identify and use emotions (both yours' and those of other people) to produce successful outcomes in your dealings with other people. In this module, you'll learn:

• How to identify emotions
• How emotions affect thinking
• How to label and analyze emotions
• Positive ways to react to various emotions
• How to use emotional intelligence for positive personal growth

Module Three: What to Do When the Customer Isn't Right

We've all heard the saying, "The customer is always right."  The problem is that they're not always right and sometimes they're just downright rude or even abusive. It’s a little known fact that 70% of customer loss is due to perceived indifference. In this session, you'll learn five valuable techniques for disarming unreasonable or abusive end-users (angry customers).

• It's not about you; it's about their problem
• What to do with the know it all”
• Finding the problem; providing the solution
• Partnering with the caller
• Diffusing the irate caller
• What to do with the belligerent caller

Module Four: Making Sure They Know You Care (Let Your Voice Reflect Your Helpful Attitude)

The most effective way to communicate is face-to-face, because then you have the words, tone-of-voice, and body language. It's a common misconception that the help desk staffer usually has only words and tone-of-voice as communication tools. In this session, you’ll learn valuable tools for making sure that your helpful attitude comes across, even when you can’t be seen. We’ll also cover the biggest end-user turn-offs, including some innocent but emotionally loaded phrases, words and actions. Simple tools that can make a huge difference.

• The three components of communication
• How to avoid conversation breakdown”
• The five levels of listening and which you should use
• Keeping the call positive
• Why you must remain positive and upbeat
• Tips and tricks to convey optimism

Module Five: Stress Management

Let's face it: End-User desktop support can be one of the most stressful positions in all of IT. In this session, you'll learn practical, down-to-earth techniques for dealing positively with the inevitable stress of a desktop support position.

• The impact of stress
• The stress management equation
• What's in your control and what's not
• Personal stress activators
• You can influence the stress outcome

Module Six: How to say no without alienating the end user

Sometimes, what the end-user wants simply can't be done. When that happens, the skillful desktop support staffer delivers the news in a way that is clear, yet non-offensive. Alternatives, when available, may be offered, but the key lies in finding a way to say no without leaving the end-user feeling neglected or ignored.

• The art of no
• Dealing with the unsolvable problem
• Getting end-user buy-in
• What to do when you don't know or can’t find the answer

Prerequisites

Prospective attendees should possess a sincere desire to improve skills as a help desk engineer or technician and a willingness to apply the methods learned.

Schedule and Registration

One day

• Registration: 8:30 a.m. to 9:00 a.m.
• Morning session: 9:00 a.m. to 11:45 a.m.
• Lunch (on your own): 11:45 a.m. to 12:45 p.m.
• Afternoon session: 12:45 p.m. to 4:00 p.m.

This seminar is currently available only as a private onsite training presentation.  Details are below.

Onsite Training

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Recommended Reading for This Course

Millennials Rising by Neil Howe and William Strauss
Generations at Work by Ron Zemke, Claire Raines, and Bob Filipczak
Super Service by Val Gee and Jeff Gee
Running an Effective Help Desk by Barbara Czegel
Help Desk Practitioners Handbook by Barbara Czegel
Introduction to Help Desk Concepts and Skills by Susan Sanderson