Description
Help desk agents of all kinds need a strong set of technical skills to support customers and be successful. Their success, however, is highly dependent on their ability to deploy soft skills to manage relationships and connect with customers. This course is designed to provide help desk agents with the soft skills necessary to effectively communicate with customers, manage expectations and deescalate difficult situations. You'll get an in-depth exploration of soft skills, how they apply to specific methods of communication, how customers get expectations (and how to set them), and how to deal with escalations. You'll learn: Soft Skills Toolkit - Detailed breakdown of important soft skills Help Desk agents need in order to be successful, including soft skills like Empathy, Patience, Proactivity, Teamwork, Saying I don't know and Self-care. Setting and Managing Expectations - Learn how customers get expectations for what you'll do for them or how long it takes, how to set an expectation, how to reset it and see how to utilize the No Update Update to maintain a positive interaction even when you don't have anything new to share. Communications Methods and Soft Skills - You'll find yourself using some combination of verbal and written communication while working on a help desk, and this section covers all of them. You'll see how soft skills can improve your in-person (or video) communication, how instant messages differ from emails and why voicemails are still important. Handling Escalated Customers - Get a leg up on one of the hardest parts of working on a help desk - an escalated customer. You'll understand how escalations occur, how to manage individuals who are escalated and also see how standardizing some responses can help you de-escalate these folks. This Soft Skills course is ideal for anyone searching for more info on the following: soft skills - soft skill - soft skill training - - soft skills for help desk - soft skills training - soft skill development - soft skill course. Plus, this course will be a great addition to anyone trying to build out their knowledge in the following areas: customer service - active listening.
