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Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence: #Customer Service Excellence #Help Desk Training #Effe
Paperback
ISBN13: 9788197112133
Publisher: Collection Skills
Published: Mar 11 2024
Pages: 134
Weight: 0.36
Height: 0.29 Width: 5.50 Depth: 8.50
Language: English
What the Book covers:
Preface
Crafting Lasting Impressions in Customer Service
The Importance of Customer Service
Key Benefits of Providing Excellent Customer Service
The Roles, Responsibilities & Functions of a HELP DESK Professional
KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills
Pre-Call Planning and Preparation
During the Call: Steps to a Professional Service Call
Effective Questioning and Listening Skills
Open-ended Questions to get to the Root of Issues in Various Categories of Industries
Steps to be a Good Listener
Handling Complaints and Angry Customers
Resolving Complaints Effectively
Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction
Ensuring Proper Grooming and Presenting a Professional Image
Customer Care Skills Internet Interaction (Email)
Professional DO's & DON'T's of Emailing Continuous Improvement and Teamwork
Coping with Stress in the Service Industry
Teamwork in Customer Service Understanding Customer Behavior
A Personality Assessment for Customer Service Staff
Identifying Different Customer Types
Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them
Typical Incident Management Process
Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey
About the Author
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