Wellington Consulting Group
optimizing your human assets                                              

Superior IT User Support

 

Description

Organizations of all kinds rely on computers to complete their work and have come to recognize the integral importance of IT to their leadership in any sector or industry.  Even minor IT issues can cause disruption to business, while superior technical infrastructures and systems can give enterprises a lead over other players in their respective markets.  That puts increasing pressure on IT organizations to provide technical support to keep their internal customers up and running and technological leadership to give the organizations they support an advantage of their competitors.  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.
  • 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 customized training on Superior IT User Support provides the tools and methods to elevate the perception of the value your team provides.  Applying techniques for superior customer service, your team will be able to address immediate needs, deliver exceptional support, and enhance its credibility as a contributor to strategy and planning. 

Upon successful completion of this training, you will be able to:

  • Learn to create a customer service strategy integrated with business strategy.
  • 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.
  • Be prepared to field incoming calls and emails and provide a sense of personal service.
  • Learn how to set appropriate expectations for fixing problems.
  • Become skilled at working with dissatisfied clients and generate organizational unity.
  • Learn how to talk about value of IT promoting your team’s credibility and inclusion in business and strategic discussions.

Delivery Method
Consultant-led seminar with structured personal participation activities.

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