Our classroom training provides you the opportunity to interact with
instructors and benefit from face-to-face instruction. Course
Description: Help desk professionals and support center analysts
provide frontline support and act as the primary contact for
customers. It is important that these service desk professionals
provide the highest quality customer care with every interaction. HDI
Support Center Analyst (HDI-SCA) training focuses on help desk
strategies for effective customer service, emphasizing problem-solving
and trouble-shooting skills, call-handling procedures, incident
Management, communication skills, and an introduction to ITIL®
Processes. Course Topics: Module 1 : The Evolution of the Support
Center ? The Evolution of the Support Center ? The Role of the Support
Analyst ? The Support Centers Role in the Business Module 2 :
Strategic Framework ? Strategic Perspective ? Service Level Agreement
? Standard Operating Procedures ? Business Alignment Module 3 :
Service Delivery Methods and Technology ? Service Delivery Methods ?
Telephony Systems ? Service Management Systems Module 4 : Support
Center Processes and Operations ? Best Practices for IT Service
Management ? ITIL Service Support ? Security Management ? Knowledge
Management ? Quality Assurance Module 5 : Call Handling Procedures ?
Total Contact Ownership ? Procedures for Call Handling ? Service
Management Systems Module 6 : Communication Skills ? Communication
Process ? Cultural Sensitivity ? Vocal Elements ? Active Listening ?
Incident Documentation ? Writing Skills Module 7 : Problem-Solving and
Troubleshooting Skills ? Problem-Solving and Types of Thinking ?
Questioning Skills ? Solve Incidents with IMPACT ? Additional Customer
Service Skills ? Root Cause Analysis Module 8 : Maximizing
Effectiveness ? Your Customers Psychological Needs ? Handling Conflict
? Handling Difficult Customer Behaviors ? Stress Management ? The
Power of a Service Attitude ? Managing Your Time ? Managing Your
Career Learning Goals: ? The Process of incident Management, from
detection and recording to closure. ? Critical thinking skills to
resolve incidents quickly and consistently. ? The importance of total
contact ownership. ? An awareness of the core help desk Processes and
Best Practices used in service and support centers. ? Valuable active
listening skills and effective communication strategies. ? Proven
techniques for improving customer interactions. ? Effective support
center strategies for managing difficult customers. Course Agenda: Day
1 Module 1 : The Evolution of the Support Center ? The Evolution of
the Support Center ? The Role of the Support Analyst ? The Support
Centers Role in the Business Module 2 : Strategic Framework ?
Strategic Perspective ? Service Level Agreement ? Standard Operating
Procedures ? Business Alignment Module 3 : Service Delivery Methods
and Technology ? Service Delivery Methods ? Telephony Systems ?
Service Management Systems Module 4 : Support Center Processes ? and
Operations ? Best Practices for IT Service Management ? ITIL Service
Support ? Security Management ? Knowledge Management ? Quality
Assurance Day 2 Module 5 : Call Handling Procedures ? Total Contact
Ownership ? Procedures for Call Handling ? Service Management Systems
Module 6 : Communication Skills ? Communication Process ? Cultural
Sensitivity ? Vocal Elements ? Active Listening ? Incident
Documentation ? Writing Skills Module 7 : Problem-Solving and
Troubleshooting Skills ? Problem-Solving and Types of Thinking ?
Questioning Skills ? Solve Incidents with IMPACT ? Additional Customer
Service Skills ? Root Cause Analysis Module 8 : Maximizing
Effectiveness ? Your Customers Psychological Needs ? Handling Conflict
? Handling Difficult Customer Behaviors ? Stress Management ? The
Power of a Service Attitude ? Managing Your Time ? Managing Your
Career Who can Attend? ? Frontline technical support staff who need to
learn the critical steps required to effectively manage and prioritize
incidents and reduce escalations, and who need to master the essential
customer service skills required to manage difficult customers and
improve overall customer satisfaction. ? Individuals who are preparing
for the HDI Support Center Analyst certification exam.
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09/12/2021 Last update