Chapter 1: Introduction to Help Desk
Chapter 2: Soft Skills: Customer Focus
Chapter 3: Soft Skills: Communication
Chapter 4: Soft Skills: Conflict Resolution
Chapter 5: Technology: Certifications
Chapter 6: Technology: Troubleshooting Skills
Chapter 7: Technology: Tools
Objectives
Content
2.1 Introduction to Soft Skills
2.2 Customer Focus vs. Company Focus
2.3 Customer Focused Components
2.4 Improving Customer Satisfaction
Summary
Exercise
Quiz
Exercise
Student Name:
Class:
Define soft skills.
List the four main types of soft skills, and give an example for each.
Contrast a customer focused organization with a company focused organization. Give a specific example of each and explain your reasoning.
What are the three most effective ways of improving customer satisfaction? Explain.
