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Webinar: Deliver a Customer Service Training Program to Your IT Department

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.

Join us for this webinar, where we will:

  • Discuss the importance and impact of good customer service at the service desk.
  • Define best practices for training your team on customer service skills.
  • Review Info-Tech’s customer service training program.
  • Identify methods to encourage continuous learning and embed the habits.

Featured Speakers

Ken Weston, PMP, Cert.APM, SMC

Senior Research Analyst, Infrastructure & Operations
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Mahmoud Ramin, PhD

Senior Research Analyst
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Natalie Sansone

Research Director, Infrastructure & Operations
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