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EHD-602 (2 weeks)

Helpdesk

Planning, Management & Improving Customer Services

Helping you Improve the Efficiency & Effectiveness of Existing Systems

Helping you Develop Leadership in Meeting & Exceeding Customer Expectations

A VERY PRACTICAL PROGRAM

A 2 week Training Program

Program Schedule

Worldwide Training Dates USA Training Schedule
  • 26 July - 6 Aug 08 (Dubai)

  • 18-29 Aug 2008 (Paris)

  • 4-15 Aug 08 (Dubai)

  • 3-14 Nov 2008 (Kula Lumpur)

  • 16-27 Nov 2008 (Dubai)

  • 8-19 Dec 2008 (Dubai)

  • 4-15 Jan 2009 (Dubai)

  • 3-14 Sept 08 (San Francisco)
  • 26 Sept - 7 Oct 08 (San Francisco)
  • 8-19 Dec 08 (San Francisco)
  • 22 Dec - 2 Jan 09 (New York)

Program Overview

  • This program provides the participant the skills required to Design, Implement, Manage and Improve Help Desk Performance.

  • The program creates an Understanding of : the Quality Characteristics of Services, Customer Needs and the Process of Customer Satisfaction.

  • It creates an Understanding of the Helpdesk Functions, Essential Management Practices and Processes including: Recruitment, Training, Motivation, Entrepreneurship Development, Knowledge Management & Day-to-day Management. 

  • It also discusses: the IT and other Tools, and, Performance Monitoring and Measurement Methods.

  • The Program shows you how to Gain Leadership through Meeting and Exceeding Customer Expectations.

  • The Program concludes with the preparation of an individualized action plan for  Improving Help Desk Performance in your Organization.

Who Should Attend?

Those responsible for helpdesk planning, implementation or management.

Prerequisites and Program Pre-Preparation

This program is in English.

Certificate of Participation and Completion:-

On completion participants will be awarded a "Certificate of Successful Completion".
Program Instructor may decide to award a Letter of Recommendation for High Performers during the program.
 

Program Content

  • The Helpdesk Method

  • The Quality Characteristics of Services

  • Understanding Customer Needs (Internal & External)

  • Understanding the Process of Customer Satisfaction

  • Helpdesk Functions & Processes

  • Essential Management Practices & their Control

    • Recruitment

    • Training

    • Motivation

    • Entrepreneurship Development

    • Knowledge Management

    • Day-to-day Management.  

  • The IT and other Tools

  • Performance Monitoring and Measurement Methods.

  • Preparation of an action plan for Continuously Improving Help Desk Performance.

For Latest Program Schedule Email

     ehd602@EuroTraining.com

Registration Recommendations

It is recommended you nominate two participants together for this program.

Single nominations will also be considered.

REGISTRATION INFORMATION

  1. Please complete the Registration Form (Available at http://www.eurotraining.com/etl-reg.html) and FAX to UK +44 207 6811444 or Email to: euro@eurotraining.com
  2. Fee is £3900 (USD $7800) per participant includes Course Materials, Certificate, Refreshments and Lunch.
  3. Accommodation is not included in Program fee. Special rates will be available at venue hotel for the participants.
  4. Program Fee information is available by Emailing:  fees@eurotraining.com. Fee is payable by Bank Transfer or Bank Draft in favor of the local representative office.
  5. Early Registration & Payment discount is 10% - if registration and fee payment is made at least 45 days before start of the program.
  6. Fee includes Course Materials, Certificate/s, Refreshments and Lunch. Program Timings are 8:30 AM to 2:30 PM but on some days (to be announced by instructor/s) you may be asked to attend from 3:00 PM to 7:30 PM. For First Day Program Timings see your Joining Instructions.

Helpdesk Planning, Management & Improving Customer Services EHD-602

Contact: Mr Harry Miller, General Manager

FAX (UK) Fax : +44 207 6811444

FAX (USA) +1 650 6492689

UAE Dubai Fax +971 84 481032

www.EuroTraining.com

www.EuroTrainingUK.com

Email: euro@eurotraining.com  or   euro@eurotraining.com

Registration Form available at http://www.eurotraining.com/etl-regn.html

 

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