IT leaders often focus on measures of effectiveness and timeliness when evaluating their service desk, missing a key piece of what it takes to provide exceptional service delivery: a quality customer service experience. IT teams often fail to focus on customer service because they don’t fully understand its impact on users, don’t realize customer service is part of their role, have no way of collecting feedback on it, or simply don’t have time to improve customer service because they’re overwhelmed just keeping up with tickets. There’s also a common misperception that customer service skills can’t be taught. However, it is possible to engrain these habits through practical, targeted, role-based training. Start with a training program to introduce techniques, strategies, and expectations to your team, then build from there with ongoing learning, feedback, and evaluation.

In this webinar, our analysts:

  • Discuss the importance and impact of good customer service at the service desk.
  • Review Info-Tech’s customer service training program.
  • Identify methods to encourage continuous learning and embed the habits.

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