Deliver a Customer Service Training Program to Your IT Department
Focus on the missing piece of the puzzle to provide exceptional service delivery.
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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
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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.
Book NowModule 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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