What you'll learn:
- Understand how soft skills make a help desk agent more effective
- Effective ways to use soft skills while working on a help desk
- Learn why customers become escalated and how to effective manage them
- Set and communicate clear expectations around service and followups
- Employ self-care to manage your own internal state
Help desk &support 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.
Why you should take this course
You have to handle escalated situations - Escalations are challenging, understanding how they happen, and what to do, makes them a LOT easier to handle
You've never been taught soft skills - Many of us learn soft skills by doing... this works, but can be challenging and can result in gaps in our knowledge. This course will give you a solid foundation.
You're unsure how to apply soft skills to specific communication methods - Emails are different than phone calls. Phone calls aren't the same as video conferencing... and video conferencing is different than in person. Understanding how soft skills apply to each will make you more confident and better able to navigate challenges.
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.
HandlingEscalated 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.
Who should take this course?
Individuals supporting customers - IThelp desk, support agents, customer service representatives and more will benefit by building their soft skills
Team managers or team leads - Team leads will benefit by improving their own soft skills, but also by being able to more effectively pass along those skills to their team
Anyone wanting to become better at working with others - Soft skills aren't just for support teams... everyone can benefit from them
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.
