Certified Help Desk Professional (CHDP) Training Course Outline

Customer Experience Skills

Certified Help Desk Professional (CHDP)

2-Day Course l 100% HRDC Claimable

Course Introduction

The program introduces Help Desk Professionals to the essential and fundamental soft skills elements associated with superior call and service management in a technology environment.

The Certified Help Desk Professional workshop consists of modules that teach participants vital skills such as essential communication, call management, analytical problem solving, call courtesy, call accuracy, professional customer service & contact center knowledge to help them perform better. Skills and knowledge necessary for him/her to better adapt to the Help Desk environment.

Learning Objectives

To understand the importance of a Help Desk to the organization and exceeding customer delight
To appreciate what it takes to be a successful Help Desk Agent
To develop essential communication skills
To understand the importance of call and service management
To understand the inbound call structure
To learn how to approach customer problems analytically
To learn how to handle difficult customers
To successfully manage self in a Help Desk environment

Training Modules

Module 1: Introduction to Today’s World Class Help Desk

Module 2: Help Desk Professionals Competency

Module 3: Communication

Module 4: The Inbound Telephone Call Structure

Module 5: Managing Difficult Customers

Module 6: Contact Center Tools and Technology

Module 7: Managing Self for High Performance

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Target Audience

Help Desk Team Leaders and Help Desk Agents who want to strengthen their technical support delivery, communication skills and service effectiveness.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

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Customer Experience Skills