Deliver a Customer Service Training Program to Your IT Department

Our Advice

Critical Insight

• There’s a common misconception that customer service skills can’t be taught, so no effort is made to improve those skills.
• Even when there is a desire to improve customer service, it’s hard for IT teams to make time for training and improvement when they’re too busy trying to keep up with tickets.
• A talented service desk agent with both great technical and customer service skills doesn’t have to be a rare unicorn, and an agent without innate customer service skills isn’t a lost cause. Relevant and impactful customer service habits, techniques, and skills can be taught through practical, role-based training.
• IT leaders can make time for this training through targeted, short modules along with continual on-the-job coaching and development.

Impact and Result

• Good customer service is critical to the success of the service desk. How a service desk treats its customers will determine its customers' satisfaction with not only IT but also the company as a whole.
• Not every technician has innate customer service skills. IT managers need to provide targeted, practical training on what good customer service looks like at the service desk.
• One training session is not enough to make a change. Leaders must embed the habits, create a culture of engagement and positivity, provide continual coaching and development, regularly gather customer feedback, and seek ways to improve.