- How many of you are sports fans…or have at least watched a sporting event or two?…Chances are you've either had a coach…or seen coaches in action.…Have you seen the coaches that keep their cool,…talk to their players calmly…and get the absolute best out of them?…Or have you seen coaches that lose their cool,…throw chairs, or kick dirt,…or rattle their players so bad that they lose the game?…Well, I've had both type of coaches,…I've seen both type of coaches,…and definitely only want to be one type of coach.…
The one that throws chairs, right?…Of course not.…We want to provide positive feedback,…training and guidance to our teams.…Coaching is a part of our overall training program.…That along with mentoring,…provides that extension to formal and informal training.…It is defined as a interactive process…of empowering team members to reach their full potential.…Coaching can include educating, training,…imparting wisdom, guidance,…and encouragement to reach goals.…
While mentoring is peer to peer focused,…coaching is leader to team member focused.…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
Next steps1m 12s
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