The service desk is the face of IT. How an incident is logged and handled often shapes the perception of the entire IT department more strongly than the technical solution itself – especially when it takes a little longer.
In our Service Desk courses, you combine technical and communication skills. You record incidents completely and traceably, prioritise by impact and urgency, handle conversations confidently even with frustrated callers and know when and how to escalate correctly.
The starting point for a good customer relationship is successful conversation management; the basis for good communication is a positive attitude. In this course, you will train how to live professional friendliness and customer-oriented communication, come across to the customer as authentic and engaged, and find a solution-oriented approach even when dealing with difficult customers.
