Become a customer helpdesk guru! In this course, you’ll learn how to handle any customer issue quickly and effectively.
You’ll start by mastering simple tricks for dealing with all types of customers—from those angry and abusive callers to the nice-but-clueless folks. After that, you’ll explore the uses of helpdesk software and find out how to track issues efficiently and build a database of solutions.
Next, you’ll take your helpdesk support skills to a higher level by discovering how to resolve the trickiest issues through smart detective work. You’ll learn how to spot vital clues that pinpoint the source of a problem, and how to use a variety of resources to find solutions. In addition, you’ll get tips on building a network of colleagues who can come to the rescue when hard-to-solve problems arise. And finally, you’ll learn when it’s the right time to refer an issue to your helpdesk management team.
Packed with real-life examples and interactive activities, this course will give you all the tools you need to be a helpdesk pro. Whether your job is high-tech, low-tech, or no-tech, you’ll gain skills that will empower you to provide award-winning customer service!
This course includes a knowledgeable and caring instructor who will guide you through
your lessons, facilitate discussions, and answer your questions. The instructor
for this course will be
Rebekkah Hilgraves has worked in the technology industry for most of her adult life, starting in technical support and training nearly two decades ago. This led her to a career that has included technical documentation, technical project management, and consulting. She is also a fully trained opera singer and an accomplished private and classroom instructor. Between technology and studio instruction, she has been teaching, presenting, and writing for more than 20 years.