Description

How to Combine Technical Knowledge and Human Relations Skills to Deliver Exceptional End-User Support

Watch the video at right to learn the reasons why customer service is important for IT professionals, presented by author Don R. Crawley, the speaker for this seminar.

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 I.T. support staffer deliver great end-user support by knowing how to combine the technical aspects of the job with 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.

Course Objectives

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

• The benefits of delivering outstanding customer service
• The four traits of the customer service masters
• The importance of maintaining a positive, optimistic attitude when dealing with end-users and co-workers
• How to use "emotional intelligence" to provide better customer service and manage your stress
• Ways to deal with angry customers (rude or abusive end-users) for positive results
• The keys to effective communication with end users
• Know how to overcome barriers to communication when using the telephone or chat
• Know how to say "no" without alienating the end user
• Identify keys to dealing positively with the stress of the help desk position 

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

Customer Service Skills

Module One: The Foundations of Service

Watch the video at right to learn the four traits of the customer service masters, presented by author Don R. Crawley, the speaker for this seminar.

Within most organizations, there are some people who simply "get it". They seem like they were born to provide outstanding customer service. In this module, you'll examine the instrinsic characteristics of people who were "born to serve".

• Empathy
• Compassion
• Listening
• Respect

Module Two: 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 Three: Practical Emotional Intelligence

Watch the video to right to learn about emotional intelligence in the workplace, presented by author Don R. Crawley, the speaker for this seminar.

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 Four: What to Do When the User 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 Five: The Art of Listening Well

The objective of listening is to achieve understanding. When we listen to understand, we are better able to truly help our end-user. In this module, you'll learn how to move from "pretend" listening to truly "empathic" listening--listening to understand.

• The five levels of listening
• How to achieve empathic listening
• Ten keys to being a good listener

Module Six: Making Sure They Know You Care

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
• Keeping the call positive
• Why you must remain positive and upbeat
• Tips and tricks to convey optimism

Module Seven: Communicating through email, texting, and instant messaging

Customer and end-user support takes place in person, on the phone, through email, texting, and instant messaging. Regardless of the communications medium, the objective is always to have satisfied end-users. In this module, you'll see practical examples of how to make non-traditional communications methods work successfully.

• Communicating through email
• Communicating via texting
• Communicating via instant messaging

Module Eight: 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

Module Nine: 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 is in your control and what is not
• Personal stress activators
• You can influence the stress outcome

Prerequisites

Prospective attendees should possess basic knowledge of the Windows operating system combined with 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.