Deliver a Customer Service Training Program to Your IT Department

Focus on the missing piece of the puzzle to provide exceptional service delivery.

Onsite Workshop

Ignoring customer service as a focus of the service desk will lead to:

  • Failure to meet the full potential of your team’s service delivery – even with great timeliness and technical skills.
  • Dissatisfied end users.
  • Stressed or overwhelmed service desk agents 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.

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 your desired customer focus proficiency levels
  • Techniques for active listening
  • Best practices to effectively communicate a response

Activities: Outputs:
1.1 Introductions
1.2 Why is customer service important?
1.3 Customer service focus
  • Customer Focus Competency Worksheet
1.4 Verbal communication
  • Cheat Sheet: Service Desk Communication

Module 2: Customer Service Training Day 2

The Purpose

Review best practices for written communication, practice techniques to manage difficult customers and situations, and define what it means to "go the extra mile" for your team.

Key Benefits Achieved

  • Define a consistent approach to written communication across your 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 your customers

Activities: Outputs:
2.1 Written communication
  • Cheat Sheet: Service Desk Written Communication
2.2 Managing difficult situations
2.3 Going the extra mile
2.4 Conclusion and key takeaways

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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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