Participants can expect to gain competencies in the following:

• Customer Service – what is this and how do I approach it
• Customer Service Desk staff skills – what skills are needed to interact with customers
• The  Do’s  and  Don’ts  for  Customer  Service  Desk  Staff  –  learn  how  to  make customer service a success in your organisation and avoid common pitfalls
• Delivering  bad  news  –  how  to  tell  your  customers  their  requests  can’t  be completed or will be late
• Irate callers – how to deal with upset customers
• Incident Handling – how to record dealings with customers
• Tools: what is needed to help customer service agents?
• Improving the Customer Service Desk – how to go about improvements of your customer service area