To identify and understand the principles of effective communication in customer support

To understand the differences between face to face, telephone, and written communication

To identify ways to enable us to communicate more effectively

To understand how our attitude and approach can influence and affect others

To understand how to ask questions skilfully

To determine the importance of good listening skills

To understand the importance of customer service skills in the IT environment

To understand that assertiveness and confidence are necessary qualities for the SDA

To determine methods of dealing with conflict

To determine the causes, symptoms, and ways to manage stress

Examine issues, both internal and external, that can affect our motivation

Understand the importance and relevance of ethics within the workplace

Determine the importance and benefits of effective teamwork

To understand the ITSM processes most closely linked to the Service Desk

To identify the responsibilities the Service Desk has within those processes

To understand the importance of effective incident, problem, change, escalation and asset management processes

Determine the value and benefits of Service Level Agreements

Determine the need for and benefits of metrics and objectives within the support environment

Understand the importance of effective Customer Satisfaction surveys

To determine the steps taken during the problem-solving process

To understand the benefits of using a creative problem-solving approach

To identify techniques for creative problem solving

To practice some problem-solving techniques

To understand and use the terminology of the support industry

Determine the benefits of the tools and technologies we use

To determine methods for implementing Self-Help and Self Service for end-users