Communication Skills for Office and Support Staff

Satisfied customers who are more likely to come back with follow-up orders!

Good after-sales do not occur without a well-oiled helpdesk and support department. In the two-day Helpdesk and Support Staff training course you learn how you can contribute to a higher efficiency. You learn how you can also positively influence the trading results yourself by providing a substantial contribution to the degree in which your customers positively assess your company. The result? Satisfied customers who are more likely to come back with follow-up orders!

The combination of role plays, practice cases and theory ensure results that can immediately be applied in practice.


In this course you will get answers to the following questions:

  • What motivates the customer with whom I am having the (telephone) conversation?
  • How do I win the trust of the customer?
  • How do you I keep the initiative during the conversation?
  • How do I ensure the balance of the discussion?
  • How do I present my solutions?
  • How do I have to react to objections, reproaches and contentions? (At the table and over the telephone.)
  • How can I conclude the conversation in a positive way with a good feeling with the customer?
  • In a word: What can I do to best display to this customer my professionalism and my customer focus?
Module structure

This course is offered as one entity.

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Practical information
  • 2 consecutive days.
  • In-company / Open training.
  • Maximum 8, minimum 4 participants.
  • Intermediate Vocational Education/Higher Vocational Education.
Related course(s)

This course can also be part (as a module) of a commercial training course, in which this module will be planned in preparation of a commercial office staff career.

Look at our sales program.