Customer Service Skills for IT Professionals
instructor-led
Instructor-led
Quantity:
Instructor-led
Our Customer Service Skills for IT Professionals is designed to provide you with the knowledge, skills, and techniques to provide good quality customer service faster and easier.
Our workshop can be customised for your team and utilise examples for your organisation. This can be delivered onsite at your premises or in our virtual classroom.
Learn the concepts, benefits and processes required to deliver world-class customer service in an IT environment. This workshop examines the key principles of interpersonal communication and the specific skills required to deliver exceptional customer service.
No matter what processes and technologies are in place to support your customer service performance objectives, every support and service desk analyst needs specific skills in call handling and problem solving. In this course, participants review factors contributing to customer call resolution through effective troubleshooting techniques. They also discover how to cope successfully within a high stress customer service environment.
Agenda
Key Concept – the four understandings of good customer service
After attending this program, participants will have the skills required to provide excellent customer service. In particular, attendees will understand:
This workshop is specifically designed to meet the needs of IT professionals who interact with customers, such as:
There are no pre-requisites for this workshop.
There is no official examination for this workshop. Candidates will receive a certificate of achievement upon completion.
Material for this course will be provided e-materials only, candidates can choose to print these if they would like. These materials are made available to students 1-week prior to attending the course.
A certificate of attendance you can share with your network of your course achievement will be provided via email upon completion of your course.
An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach. I found the worked examples very practical and very relatable to the Defence industry sector I work in.
Really good facilitation, kept me interested and shared so many practical applications.
Gave me a better understanding of concepts, theories and tools to formalise and improve my current relationship management.
The instructor was very professional and was able to explain each area thoroughly and is available for Q&A.
Learnt a lot that we can implement or improve on in our organisation. The presenter was clear, precise and could relate difficult concepts into language and scenarios we could relate to. Everyone came away from the course feeling that had learnt something valuable.
Catholic Education, Brisbane
The examples provided by the instructor as we were covering of material, made everything make sense. This helped during the exam. Pat was fantastic and engaging. Kept everyone on their toes and ensured he took the time to explain anything we were not clear on.
BAI Communications
The instructor was great and very interactive. He made sure we understood the material and gave ample opportunity for us to ask questions. He provided great examples which tied everything in.
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