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.

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Module 1: Customer Service Training Day 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:
1.1 Introductions
1.2 Section 1: Why is customer service important?
1.3 Section 2: Customer service focus
  • Customer Focus Competency Worksheet
1.4 Section 3: Verbal communication
  • Service Desk Communication Cheat Sheet

Module 2: Customer Service Training Day 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:
2.1 Section 4: Written communication
  • Service Desk Written Communication Cheat Sheet
2.2 Section 5: Managing difficult situations
2.3 Section 6: Going the extra mile
2.4 Conclusion and key takeaways
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