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Customer Service for Help Desk Professionals

Course Code



1 Day

This highly interactive course provides participants with an environment to explore, identify and practice the C.A.R.E. Model and skills necessary to provide superior customer service. The telephone is the primary point of contact with customers. From the way you answer the phone to what and how you communicate, form your customer's perception of you and your business.
This course is designed for individuals who interact with customers.

Upon completion of this course, participants will be able to:

  • Identify importance of excellent customer service
  • Recognize blockers that hinder exceptional answering skills
  • Follow the C.A.R.E Model
  • Practice the CARE skills and techniques
  • Identify and manage the 3 types of callers
  • Follow the 6 steps to closing a conversation

I. The Power of the Telephone

  • Customer service and the phone 
  • Customer service inventory 
  • Service busters

II. The “Right” Attitude

  • Positive service cycle 
  • Negative service cycle

III. The C.A.R.E. Model

  • Communication
    • Energy
    • Tone/inflection
    • Articulation
    • Rate of speech
    • Grammar
  • Assess customer needs
    • Asking questions
    • Listening with CARE 
  • Respond to Customer
    • Respond with empathy
    • Interpreting customers wants and needs 
  • Exemplary etiquette
    • Etiquette quiz
    • Basic do’s and don’t

IV. Managing Different Callers

  • Assertive 
  • Aggressive 
  • Passive

V. Closing the Conversation

  • Six steps to closing a call 
  • Role-play

VI. Summary and Conclusion

VII. Review Assessments, Create Development Plans and Practice/Role Play various tools to enhance growth

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