Deliver a Customer Service Training Program to Your IT Department
Focus on the missing piece of the puzzle to provide exceptional service delivery.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Ignoring customer service as a focus of the service desk will lead to:
- Failing to meet the full potential of your team’s service delivery, even with great timeliness and technical skills
- Dissatisfied end users
- Stressed or overwhelmed analysts who aren’t prepared to deal with upset customers
Delivering customer service training to your IT team will lead to:
- Improved customer satisfaction
- More motivated and engaged IT staff
- More positive perceptions of the company as a whole
Book Your Workshop
Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
Module 1: Training preparation with team lead
The Purpose
Info-Tech analysts will review the training program with the training sponsor or team lead ahead of the training session.
Key Benefits Achieved
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Evaluating existing sources of feedback around customer service to help determine challenges. |
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| 1.2 | Selecting participants and delivery approach. |
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| 1.3 | Building an agenda with timing. |
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| 1.4 | Reviewing training objectives and content. |
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| 1.5 | Customizing training activities to be more specific to your organization where needed. |
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Module 2: Customer service training program: Part 1
The Purpose
- Review the importance of customer service in our roles, how to show a customer focus, and best practices for verbal communication.
Key Benefits Achieved
- Understanding of the importance of customer service skills
- Target customer focus proficiency levels
- Techniques for active listening
- Best practices to effectively communicate a response
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Introductions |
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| 2.2 | Why is customer service important? |
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| 2.3 | Customer service focus |
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| 2.4 | Verbal communication |
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Module 3: Customer service training program: Part 2
The Purpose
- Review best practices for written communication, practice techniques to manage difficult customer and situations, and define activities to go the extra mile.
Key Benefits Achieved
- Define a consistent approach to written communication across the team
- Prepare to effectively listen and respond to difficult customers
- Practice responding to difficult situations
- Define what it means to go the extra mile for our customers
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Written communication |
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| 3.2 | Managing difficult situations |
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| 3.3 | Going the extra mile |
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| 3.4 | Conclusion and key takeaways |
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