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& Customer Support Training Product Descriptions The Effective Service Desk
Training Modules:
| Getting Focused on the Business |
Structure, Roles, Responsibilities |
| Getting Control of Your Problems |
Tracking |
| Measuring Performance |
Cost Justification |
| Marketing |
Outsourcing |
The Successful Support
Practitioner
Training Modules:
| What Do Customers Want |
Support Roles |
| Respect and Professionalism |
Telephone Etiquette |
| Effective Listening |
Getting Your Message Across |
| Effective Questioning |
Managing Stress and Time |
| Proactive Problem Solving & Call Elimination |
Dealing with Challenging Customers |
Customer Survey Design
Workshop
Training Modules:
| Surveying Overview & Survey Project
Management |
Questionnaire Design Process |
| Survey Instrument Design Principals |
Survey Instrument Question Formats |
| Survey Administration Methods |
Survey Automation Tools & Outsourcing |
| Sampling, Response Rates & Statistical
Confidence |
Descriptive Statistics |
| Advanced Statistics & Presenting the Data |
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