Customer Support for Front-Line Staff

Half or full day | Online or in person

This course will benefit all those working in any kind of customer service or front-line helpdesk environment. If your customers could approach with a range of queries, in or out of remit, and your staff need to work with them to work out what they actually need and do their best to provide it, then this course is ideal.

Do your customers perhaps see your customer support as being a place they need to go when they have to? Perhaps your stats say your helpdesk is doing well but for some reason the reputation still seems disappointing? This course focuses on how people interact, and how your helpdesk can use their current skills and knowledge to provide an excellent customer experience.

Whether you have an IT helpdesk, library enquiry desk, customer support help line or a retail service help point, this course can transform the perception of your customers of your support offer.

What's Covered

The half day version of this course includes:

  • The Timeline of a Query: Keep control from start to finish
  • Faking It Flawlessly: Convincing customers you're the expert, even when you're not
  • Finding the Truth: Helping a customer find what they really want
  • Troubleshooting and Problem Solving: Find the answer to any question
  • Never Say No: Communication tips and tricks
  • Stats that Matter: Why it’s good to record everything
  • Experiences Matter: Feedback and reflection

With the full day version, we expand on the above topics and add in some material covering:

  • Equality and Diversity Awareness: Ensuring your service is inclusive
  • Challenging Conversations: Why are some customers never happy?
  • The Medium of (your Customer's) Choice: In person, phone, email, social media, online chat and more
  • Choosing the Right Language: How words make a difference
All course content can be adjusted for you or your organisation. The course descriptions offer an overview of topics and do not represent an exact format or structure. If you need us to focus on a particular area or would like is to include something we don't mention, just let us know and we'll do our best to make it work for you!