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Created byThe Art Of Service

Last updated 3/2015

English

What you'll learn

Be introduced to the Help Desk and Virtual Help Desk.
Learn about Customer Service, Product Support, and their differences.
Learn about Technical Support, Customer Support, and their differences.
Understand Customer Experience and Customer Relationship Management.
Be aware of the different types of Customer Relationship Management.
Be informed about the auditing and the procedure for auditing in the Help Desk.
Be aware of the different Help Desk applications.

Course content

9 sections • 37 lectures • 1h 32m total length

Introduction and Objectives0:17
In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 2: Service Desk

Lecture 3: Help Desk

Lecture 4: Virtual Help Desk

Service Desk2:24

This lecture will talk about the service desk.

Lecture outline:

0:00    Definition of Service Desk

0:31    Objectives of Service Desk

0:47    Functions of Service Desk

1:32    Differences

Help Desk7:44

This discussion will focus on the help desk.

Lecture outline:

0:00    Definition of Help Desk

0:38    Names and Association
	of the term "Help Desk"

1:56    Function of Help Desk

3:14    Organization

Virtual Help Desk6:59

This lecture will discuss the virtual help desk.

Lecture outline:

0:00    Definition of Virtual Help Desk

1:09    Application and Techniques

4:04    History

5:32    Virtual Help Desk Example

Introduction and Objectives0:22
In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 7: Customer Service

Lecture 8: Handling Complaints

Lecture 9: Customer is Always Right

Lecture 10: Taking Responsibility and Problem Solving

Lecture 11: Standardization and Product Support

Customer Service6:30

This lecture will discuss customer service.

Lecture outline:

0:00    Definition of Customer Service

0:19    Importance of Customer Service

1:25    Customer Support

1:44    Automated Service

3:24    Instant Feedback

Handling Complaints0:13
This discussion will focus on handling complaints.
Customer is Always Right3:20
This lecture will explain the saying, "The customer is always right".
Taking Responsibility and Problem Solving1:37
This lecture will talk about taking responsibility and problem solving.
Standardization and Product Support1:15
This lecture will talk about standardization and product support.

Introduction and Objectives0:24
In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 14: Technical Support

Lecture 15: Types of Technical Support

Lecture 16: Outsourcing Technical Support

Lecture 17: Multi-tiered Technical Support

Lecture 18: Customer Support
Technical Support and Coverage1:50
This lecture will talk about technical support and its coverage.
Types of Technical Support1:32
This lecture will identify the types of technical support.

.

Lecture outline:

0:00 Call Out

0:23 Block Hours

0:53 Managed Services
Outsourcing Technical Support1:20
This lecture will discuss the need for outsourcing technical support.

Multi-tiered Technical Support7:47

This discussion will focus on multi-tiered technical support.

Lecture outline:

0:00    Introduction to multi-tiered technical support

0:57    Tier / Level 1

3:18    Tier / Level 2

5:16    Tier / Level 3

7:19    Tier / Level 4

Customer Support3:27
This lecture will discuss the definition and types of customer support.

.

Lecture outline:

0:00 Definition

0:33 Automation

2:15 Types of Customer Support

Introduction and Objectives0:13
In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 21: Customer Experience

Lecture 22: Growing Recognition and Business Requirement

Lecture 23: Customer Experience Management

Lecture 24: Terminilogy
Customer Experience0:34
This lecture will talk about customer experience.
Growing Recognition and Business Requirement3:50
This lecture will explain the growing recognition and business requirement of customer experience.

.

Lecture outline:

0:00 Growing Recognition

2:17 Business Requirement
Customer Experience Management1:16
This lecture will discuss the management of customer experience.

Terminology8:32

This discussion will focus on some terminology in customer experience.

Lecture outline:

0:00    Customer Dynamics

2:45    Customer Insight

4:04    Customer Intelligence

6:38    Customer Intimacy

7:13    Customer Lifecycle Management

Introduction and Objectives0:21
In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 27: Customer Relationship

Customer Relationship4:56

This discussion will center on customer relationship.

Lecture outline:

0:00    Definition of Customer Relationship

0:20    Sales Force Automation

1:16    Customer Service and Support

1:38    Appointments

1:53    Analytics

2:20    Small Business

2:36    Social Media

2:56    Nonprofit and Membership-based

3:16    Trends

4:50    Major Players

Introduction and Objectives0:19
In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

.

Section Outline

Lecture 21: Help Desk and Incident Reporting Auditing

Lecture 22: Help Desk Auditing
Help Desk and Incident Reporting Auditing2:21
This lecture will talk about help desk and incident auditing.

.

Lecture outline:

0:00 Introduction

0:37 Types of Help Desks
Help Desk Auditing6:04
This lecture will explain the objectives, procedures and software of help desk auditing.

.

Lecture outline:

0:00 Objectives

0:52 Auditing Procedure

3:10 Software

5:10 Outsourcing

Introduction and Objectives0:22
In this lecture, we'll discuss some objectives aimed at showing what you can expect to learn from this course.

Section Outline

Lecture 34: HEAT

Lecture 35: iSupport

Lecture 36: Kayako

Lecture 37: Liberium Help Desk

Lecture 38: Mojo Helpdesk

Lecture 39: SimpleDesk

Lecture 40: Supportworks
HEAT2:05
This discussion will focus on one of the help desk applications and software, namely HEAT.
iSupport4:02
This discussion will focus on one of the help desk applications and software, namely iSupport.
Kayako0:50
This discussion will focus on one of the help desk applications and software, namely Kayako.
Liberium Help Desk1:29
This discussion will focus on one of the help desk applications and software, namely Liberium Help Desk.
Mojo Helpdesk1:30
This discussion will focus on one of the help desk applications and software, namely Mojo Helpdesk.
SimpleDesk0:46
This discussion will focus on one of the help desk applications and software, namely SimpleDesk.
Supportworks4:50
This discussion will focus on one of the help desk applications and software, namely Supportworks.

Final Exam1:00
Now that you've finished your Udemy course, - you are eligible to sit your official Certification exam.

Certification is not mandatory.

Once you've completed the course, email our exam department at support@theartofservice.com to purchase your exam voucher and sit your final exam.
Exam access includes more information to better prepare for the exam including a workbook, sample exam plus the final exam.
Please include the course name in your email for us to send the correct information.
Any questions please contact support@theartofservice.com

You will receive a PDF certificate through your email upon passing the examination.
Conclusion - Final Lecture1:27
A final message from our CEO.

Requirements

Basic understanding of the IT industry
Knowledge of the English language

Description

Explore the most popular customer service resource known as Help Desk. A Help Desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide Help Desk support to their customers via a toll-free number, Web site and/or e-mail. There are also in-house Help Desks geared toward providing the same kind of help for employees only. Some schools offer classes in which they perform similar tasks as a Help Desk.

This course will begin with discussions on defining and presenting the objectives and functions of the Help Desk. The succeeding modules will differentiate Customer Service and Product Support, Technical and Customer Support, and the different types of Customer Relationship Management.

Who this course is for:

Managers looking to implement help desk resources to improve customer service.
Businesses exploring the various communication methods that can be used for help desk processes.
Individuals who want to improve their customer service skills and build on help desk technician knowledge.

What you'll learn

Explore related topics

Course content

An Overview of Help Desk4 lectures • 17min

Customer Service and Product Support6 lectures • 13min

Technical and Customer Support6 lectures • 16min

Customer Experience5 lectures • 14min

Customer Relationship Management2 lectures • 5min

Help Desk Auditing3 lectures • 9min

Help Desk Application / Software8 lectures • 16min

Course Resources1 lecture • 3min

Helpdesk Certification2 lectures • 2min

Requirements

Description

Who this course is for: