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LinkedIn Learning

IT Service Desk: Customer Service Fundamentals

via LinkedIn Learning

Overview

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

Syllabus

Introduction
  • Welcome
  • How to get the most value out of this course
  • What makes service desk customer service unique?
1. Anatomy of a Contact
  • Contact greeting and validation
  • Contact investigation and diagnosis: Close-ended questions
  • Contact investigation and diagnosis: Open-ended questions
  • Contact investigation and diagnosis: Probing questions
  • Contact investigation and diagnosis: Confirming questions
  • Contact resolution
  • Contact closure
2. Customer Service Tasks
  • Placing a contact on hold
  • Hold: The DATE process
  • When to use mute
  • Escalation procedures: Why
  • Escalation procedures: How
  • Transfer procedures
3. Language and Professionalism
  • The value of building rapport with customers
  • Building rapport over the phone, part 1
  • Building rapport over the phone, part 2
  • Building rapport through writing: Style
  • Building rapport through writing: Tone
  • Building rapport through writing: Words
  • Building rapport face-to-face
  • Refining our message
  • How to effectively manage conflict
4. Common Help Desk Customer Service Situations
  • Recovering unsatisfied customers
  • Learning how to redirect customers
  • How to say no without saying no
  • How to say no: the steps
  • Customer behavior profiles: Impassioned
  • Customer behavior profiles: Combative
  • Customer behavior profiles: Chatty
  • Customer behavior profiles: Timid
Conclusion
  • Next steps

Taught by

Fancy Mills-Knebel

Reviews

4.7 rating at LinkedIn Learning based on 1641 ratings

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