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Service Desk Skills

This web-based training course on Service Desk Skills functionality, administration and development, is available online to all individuals, institutions, corporates and enterprises in India (New Delhi NCR, Bangalore, Chennai, Kolkatta), US, UK, Canada, Australia, Singapore, United Arab Emirates (UAE), China and South Africa. No matter where you are located, you can enroll for any training with us - because all our training sessions are delivered online by live instructors using interactive, intensive learning methods.

This is a specialized learning solution focusing on the challenging and ever changing domain of service delivery. The aim of this learning track is to inculcate the proficiency of understanding and dealing with customers, communicating clearly and developing listening skills. The learning track inherently develops the requisite skills in the participants to react and deal with customers from the way they present themselves and share information effectively.

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Course Details

Our consultative learning solution in this Service Desk Skills course is a personality development program which does not only provide theoretical information but hones the skills in the participants through practical sessions delivered by expert instructors. The training program will be structured as per your requirements and needs suited to your organization from scratch.


  • The Role of Service Desk
  • How to provide Services
  • The task of Service Desk
  • Mitigating Incidents and Problems
  • Issues from Customer Perspectives
  • Understanding the Customer
  • Understanding the Customer's Personality
  • How the Customer Communicates
  • Verbal-only communications
  • How do you listen and speak
  • How to manage air-time and gaining trust
  • The importance of vocabulary and tone of voice
  • How to paraphrase and Feedback
  • How to deal with difficult situations
  • Understanding Difficult Situation
  • Face-to-face communication
  • Spoken Communication and Body Language
  • The various Issues with personal interaction

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