Help desk skills training course


1 day


Exeter – Devon, Bristol, Gloucester or onsite at your premise.

Course Overview


  • What Is Your Role?
  • Defining Customer Service
  • Exploring Expectations

Identifying Help Desk Skills

  • The Importance of First Impressions
  • Timeliness
  • Quality and Consistency of Work


  • How communication works
  • Ways of Communicating
  • Identifying Strengths and Weaknesses
  • Getting Your Communication Style Right

Negotiation Skills

  • The Three Step Approach
  • Developing Negotiation Skills through Practise

The Importance of Body Language

  • Is Your Body Language Letting You Down?
  • Key Body Language Skills

Dealing with Difficult Situations

  • Communicating Negative Information Positively
  • Dealing Effectively with Irritated Clients
  • Ensuring Client Respect and Satisfaction
  • Developing Self-Sufficiency

Good Customer Service Checklist

  • Action Plan


Courseware and manual, certificate of achievement, refreshments and lunch are all included in this course.

To book

For more information or to book onto our Help Desk Skills training course please contact us on 01392 824 022 or email

If there is another course that is not listed on our site, that you are interested in attending then please let us know and we can arrange one to one training onsite with our Trainer.

You can see a full list of our training courses here.

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