Customer Service Skills for Techies

Service Desk Skills10 H 29 M

Are you a techie in a helpdesk role? This course will help you improve your communication and customer service skills.

  • Customer Service Skills for Techies
    • Overview
    • Introduction
    • Communication Principles
    • Communication Principles Part 2
    • Communication Principles Part 3
    • Communication Principles Part 4
    • Communication Skills
    • Communication Skills Part 2
    • Emotional Intelligence
    • How to Disagree
    • Listening Skills
    • Stress Management
    • Electronic Communication
    • Incident vs Problem
    • Service Desk Basics: Computing
    • Service Desk Basics: Computing Part 2
    • Service Desk Basics: Computing Part 3
    • Service Desk Basics: Data
    • Service Desk Basics: Data Part 2
    • Service Desk Basics: Data Part 3
    • Service Desk Basics: Computers
    • Service Desk Basics: Computers Part 2
    • Service Desk Basics: Networks


1 M

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  • Episode Description
  • Transcript

As the title suggests this series looks at customer service skills, specifically for those in a technical role. This series explores the world of interpersonal skills, as well as principles for effective communication and also takes a look at the most common issues reported to the Service Desk. This series is intented for those with a passion for good customer service; those who want to improve their communication skills, as well as those who are looking at a career in a service desk environment.

[MUSIC] Hi, I'm Jo Peacock with ITProTV. And in this series we are going to be looking at Customer Service Skills for Techies. So what does that actually mean? Well, we're going to be looking at the customer service skills that are required to be maybe a service desk analyst or a customer service analyst. Somebody that is supporting users an supporting customers. So we're gonna be looking at the customer service skills, the interpersonal skills that are required. We're gonna be looking at communication principles, we're also going to look at listening skills, we're gonna look at negotiation skills. We're going to be looking at how to have a disagreement for instance without getting into an argument or that fight because we definitely don't want that. We're also gonna be looking at emotional intelligence as well. In addition to that we're going to be looking at maybe the top ten problems. The most common issues that face a service desk analyst. What can you expect? If you're in a position where you want to embark on a career as a Service Desk Analyst, then what kind of things do you need to know? And what sort of issue are people going to be calling you or emailing you or messaging you with? Or maybe you're in a position where you're already technical but you want to expand on your customer service skills? And on your interpersonal skills as well, if that's the case then, this particular series is gonna be relevant for both of you. So no matter what you're involvement is within IT, you're gonna find this series useful to you in so many ways that you probably didn't expect. So I'm looking forward to seeing you and also my colleague Wes on this series. [MUSIC]

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