Certified Helpdesk Professional CHDP Training Course Outline

Customer Experience Skills

Certified Helpdesk Professional CHDP

2-Day Course l 100% HRDC Claimable

Course Introduction

Soft skills based, this certification identifies professionals that have reached an essential standard of customer service competency in dealing with customers over the phone in a technical environment. Designed specifically with the Technical Support professionals in mind, CHDP offers the skill sets necessary for him/her to better adapt and perform in a technical support environment.

This certification programme is part of the ATCEN Customer Experience Management series that certifies customer contact professionals has developed the necessary knowledge and skills to work in an inbound or outbound Help Desk environment. Additionally, it provides the participants with an understanding of the analytical process required for solving technology related problems over the phone.

Learning Objectives

Understand the importance of a Help Desk for an organization and exceeding customers expectations
Learn what it takes to be a successful Help Desk Agent
Develop essential communication skills
Develop skills in call and service management
Understand the inbound call structure
Learn how to handle customer issues analytically
Learn how to manage difficult customers
Understand the technology involved in the operations of a contact centre
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: Effective Communication

Module 4: The Inbound Telephone Call Structure

Module 5: Managing Difficult Customers

Module 6: Help Desk Support Management

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Target Audience

For Technology Help Desk Professionals, Team Leaders, and Supervisors and Managers

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