Customer Service for IT Professionals

Course Overview

IT Professionals have a reputation of being poor communicators and non-customer focused. Is this reputation fair? Certainly the industry has changed a lot since this reputation was formed. But with IT now pervading all parts of an organisation these skills are even more important.

IT staff are required, now more than ever, to communicate with both internal and external customers about technology in a business context. This course will help participants gain an understanding of what is involved in effective communication and how to communicate with customers.

Who should attend?

The target audience consists of IT support professionals who provide end-user helpdesk support, IT managers, network administrators, Field technicians or anyone involved in supporting end users.

Skills Gained

After completing this course the participant will be able to:

• Understand how a customer is satisfied
• Define effective communication
• Identify the components of Communication
• Communicate effectively with different people
• Identify and Overcome Barriers to communication
• Communicate using technical terms (Jargon)
• Listen effectively and ask effective questions
• Use effective and definitive language and avoid vague words
• Understand Customer Service from an IT perspective
• Identify the skills required for Customer Service
• Manage unrealistic customer expectations and then exceed them
• Develop Rapport and Communicate with Customers

• The importance of a prompt billing process

• The importance of “on time arrival”

• The importance of delivery of problem resolution in full and on time

• Client retention – The cost of losing/ The cost of replacement vs The cost

   of retaining