Helpdesk Planning, Management & Improving Customer Services To Gain Leadership in Customer Service

Course details

In this program you will learn about...

• This program provides the participant the skills required to Design, Implement, Manage and Improve Help Desk Performance.
• The program creates an Understanding of : the Quality Characteristics of Services, Customer Needs and the Process of Customer Satisfaction.
• It creates an Understanding of the Helpdesk Functions, Essential Management Practices and Processes including: Recruitment, Training, Motivation, Entrepreneurship Development, Knowledge Management & Day-to-day Management. 
• It also discusses: the IT and other Tools, and, Performance Monitoring and Measurement Methods.
• The Program shows you how to Gain Leadership through Meeting and Exceeding Customer Expectations.
• The Program concludes with the preparation of an individualized action plan for  Improving Help Desk Performance in your Organization.

Program Content

• The Helpdesk Method
• The Quality Characteristics of Services
• Understanding Customer Needs (Internal & External)
• Understanding the Process of Customer Satisfaction
• Helpdesk Functions & Processes
• Essential Management Practices & their Control

             - Recruitment

             - Training

             - Motivation

             - Entrepreneurship Development

             - Knowledge Management

             - Day-to-day Management.

• The IT and other Tools
• Performance Monitoring and Measurement Methods.
• Preparation of an action plan for Continuously Improving Help Desk Performance.