To provide a framework of best practices and procedures that will enable the participant to organize an effective Service Desk aimed at managing customer relations and dealing with incidents.
Workshop Benefits
This course will enable delegates to:
Develop and enhance skills, techniques and procedures for dealing with enquiries, incidents, problems and opportunities concerning IT and its business-related products and services.
Create positive relationships with customers and coworkers.
Pinpoint customers’ needs, motivations and reactions.
Gain agreements with customers and manage interactions effectively.
Maximize assertiveness while minimizing extremes in behavior.
Deal effectively with a variety of customer situations.
Gain satisfied customers through better listening.
Discover the difference between providing solutions and satisfying a customer’s psychological needs.
Recognize how the Help/Service Desk must be supported by processes, procedures, technologies, tools, organization and structure to operate successfully
Need to train multiple people on this topic? Try Private in-house training.
For more information contact us at info@qaiworldwide.org or 1-866-724-6013
Course Outline
Dealing with Customer Conflict
Introduction to the support industry and its tools and technologies
Problem Solving Techniques
Using Metrics as a Key Performance
Revision and exam preparation
Availability Management
Capacity Management
Business Continuity and IT Service Continuity Management
Financial Management for IT Services
Who Should Attend
Individuals with responsibilities such as:
Entry level Help Desk or Service Desk staff with little related experience. However, the attendee should have a level of knowledge of IT to the level covered in Understanding Information Systems.
Public Seminar Pricing ~ 3-day
General Seminar Information
$1,295 per attendee
(QAI Members receive a 10% Discount)
Start Time (first day) ~ 9:00 am End Time (last day) ~ 4:30 pm
The price includes the course material, lunch & breaks each day, and a certificate of completion. Hotel and travel arrangements are the responsibility of the attendee.
QAI Cancellation Policy
All cancellations must be made in writing - either by mail, e-mail, or fax.
All payments must be received by QAI prior to the start of the conference/seminar.
If cancelled 5 calendar days, or later, prior to the start date or for no-shows - NO REFUND
If cancelled 6-30 calendar days prior to the start date - 50 % of the conference/seminar fee will be non-refundable.
If cancelled prior to 30 calendar days to the start date - A full refund will be issued.
You are welcome to substitute if you cannot attend, but please notify in advance.
You may reschedule with at least four weeks notice prior to the conference/seminar for which you are currently registered.
Please send all cancellations and substitutions to register@qaiworldwide.org, or fax to 407-363-1112, Attn: Registrar
