Customer Service Desk Foundations

Who should attend?

This entry level course is suited to staff new to the telephone customer service environment, or those looking for a refresher in essential customer service and telephone support skills.

What is it about?

A thorough induction to the Customer Service Desk and its importance to today's organisation, this course provides a practical introduction in the key concepts, skills and competencies required to deliver professional and effective support.

What will I get out of it?

• A clear understanding of the role and responsibilities of a Customer Support Agent
• Knowledge of core Service Management processes (incident and problem)
• Confidence to provide professional telephone support
• Essential skills and competencies to deliver efficient and effective support in the Service Desk environment

Course overview

• Delivering effective support - the role and importance of the Service Desk in the organisation
• Becoming a Customer Service Desk Agent - everything you need to know about the role, responsibilities and the Service Desk environment
• Key skills and competencies - identify, understand and develop core customer service skills
• Service Management processes - how the Customer Service Desk fits in
• Service Level Agreements - their value and importance
• Service Desk metrics - understanding the need and their value
• Customer Satisfaction Surveys - their role in continuous service improvement

Note: All SDI qualification courses include a complementary voucher for the relevant SDI examination.