Course:
Customer Service for IT Support Staff
- Duration: Half Day
- Who is it for: Those in an IT support role having to deal with internal or external customers.
You should attend this course if you are an IT professional:
- dealing with internal or external customers in your job, either face-to-face or over the telephone;
- new to the job market
- been employed for some time
- whose person-to-person skills and professionalism can be reinforced and updated
Following the course, delegates should be able to:
- understand the importance placed on customer service
- better manage customer expectations
- understand what creates customer satisfaction
- assess their work methods
- communicate clearly, especially with nontechnical users
- better handle frustrated custom
- Contents:
- What constitutes good customer care
- The customer-focused organisation
- Understanding the needs of internal customers
- Importance of good customer service to internal customers
- The three As of customer service
- Importance of good communication: type of language to use, listening skills, tone of voice, body language, questioning skills, feedback
- Better management of work and issues
- Sharing of knowledge and better support
- Handling difficult customers
- Personal action plan
Personal development
skills courses