| Name | Description |
| Providing Technical Support |
In most organisations employees have little patience when technology breaks down or when the IT professional explains that the proposed action is not possible. In responding to their clients the support professional needs to develop a new mindset - a skill set to add to their existing technical skills. These new skills such as communicating, managing expectations, and empathizing are increasingly important for IT roles which are business facing. This workshop does not present a set of soft skills designed to help the team to be nice on the telephone or answer within four rings. It will present the core skills that are essential to achieve the hard results and deliver responsive technical support. |
| Communications and Customer Service Excellence |
The training is designed to provide the participants with the competences required to become a Customer Service Representative. The ability to communicate effectively and manage the customer expectations is a crucial part of your role as the contact point for your organisation. This workshop will cover the main ways that customers interact with customer service representatives, including face to face, email and telephone communication |
| Professional Telephone Techniques |
Projecting a positive view of the organisation is the responsibility of all employees. The role of those who communicate using the telephone is especially important, as they are often the voice or virtual face of the organisation. However, in many organisations employees do not receive any training or guidance in how to use the telephone as a business tool. Many managers spend a great deal of time wondering how to attract and retain customers. The potential of telephone communication is often overlooked as a brand builder and an area to improve productivity waiting to be fully utilised. |