Description

Information Technology (IT) support specialists and help center professionals today realize that achieving excellence in customer service and support requires more than just technical training. Technical issues can be resolved, but did the experience leave a satisfied customer?  End-user support professionals today also need to have excellent communication, problem solving, analytical and process management skills. 

You and your team need to stay out in front of both the internal service requests and the technology wave.  You also need to establish credibility to promote the inclusion of the IT team in the development of strategy and plans. 

Audience

This power seminar is for anyone who is in a position to manage a team and wants to develop his or her time management and delegation skills. You will greatly benefit from this training if:

• You have an increasing number of complaints from internal customers.
• You have a turnover in your IT support staff or help center.
• The organization your team supports can benefit from enhancement to technology or systems.
• You believe the organization your team supports could benefit from a more strategic view of IT.

Training Objectives

Our Power Seminar Providing Superior IT User Support teaches your team the skills and techniques necessary to provide superior customer service to your clients. Participants will learn IT support best practices and industry lessons learned; communication and listening techniques; documentation, problem solving and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviors. Your team will be able to better address immediate needs, deliver exceptional support, and enhance its credibility as a contributor to IT strategy and planning. Upon successful completion of this training, you will be able to:

• Better assess customer business needs and exceed customer expectations.
• Implement critical thinking skills to resolve issues quickly and consistently.
• Use active listening skills and effective communication strategies for better customer service.
• Successfully work with dissatisfied or difficult clients.
• Gain the tools to develop escalation and follow up plans for major issues.
• Be able to use information from client concerns to amend and improve strategy and plans.
• Integrate your organization’s customer service strategy with its business strategy.
• Learn how to set appropriate expectations or customer service levels for fixing problems.
• Learn how to talk about value of IT promoting your team’s credibility and inclusion in business and strategic discussions.