This programme can run as an online or classroom training
(Available also for Customised Training by Duration, Venue & Fee)
Course Contents
DAY ONE
Technical Capabilities
- Strong product knowledge`
- Basic software skills
- An understanding how Cloud and Servers work
- Trouble-shooting skills
- Process-oriented analytical skills
- Diagnose and isolate problems
- Determine preliminary solutions
- Implement solution
- Properly escalate unresolved incidents to a higher officers
- Track, route and redirect problems correctly
- Recommend procedure modifications or improvements.
DAY TWO
Personal Organization
- Master relaxed work environment
- Develop collaborative team spirit
- Positive and optimistic approach to problem solving
- Promptness with enquiries and requests
- Excellent communication skills
- Care for and focus on quality outcomes
- Provide feedback and see problems through to resolution
- Ascertain proper recording, documentation and closure on assignments.
DAY THREE
Customer Relations Capabilities
- Respond to messages for customers seeking help
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers
- Find natural joy in helping customers
- Work as an equal partner with customers
- Utilise excellent customer service skills and exceed customers’ expectations.
