Hello

I currently have a 1st line engineer who's main responsibility, on the IT Service Desk, is to answer the phone, log the details of the incident etc... however the attitude of this engineer is a cause for concern.

I'm looking for a training course that the engineer can attend which will address these isses and show them the correct procedures when answering the phone... has anyone got any ideas..

:)

Give him a job Mopping floors, cleaning trash cans for a week, then ask if he wouldn't mind going back to his old job(answering phones and log details).

Are his engineering skills in question? Maybe he is over qualified for a receptionist?

Are you looking for phone skills; politeness, thoroughness, people person attitude, diction, etc?

If so, this would relate to the skills necessary for salespersons using the phone. There are many articles about fine tuning these skills.

Stringer

Does he fully understand his role - that may be the only problem. Interpersonal skills workshops are located everywhere.