IT Service Desk: Customer Service Fundamentals/ with Fancy Mills-Knebel.

Format:

Video

Author/Creator:

Mills-Knebel, Fancy, speaker.

Contributor:

linkedin.com (Firm)

Language:

English

Genre:

Instructional films.

Educational films.

Video recordings.

Physical Description:

1 online resource

polychrome

Place of Publication:

Carpenteria, CA:: linkedin.com, 2017.

System Details:

Latest version of the following browsers: Chrome, Safari, Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScript and cookies must be enabled. A broadband Internet connection.

Summary:

Learn tools, techniques, and strategies you can implement to elevate the quality of customer service you provide in your IT service desk role.

Put the "help" in help desk and the "support" in support specialist by implementing proven techniques that both resolve issues and increase customer satisfaction. In this course, join Fancy Mills as she shares how to take your IT service desk beyond identifying and resolving problems, to also building rapport with customers by alleviating their frustrations. She discusses how to update your operations to include the customer service skills needed for today's customer. First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications?acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.

Participant:

Presenter: Fancy Mills-Knebel

Notes:

3/22/20171

Access Restriction:

Restricted for use by site license.