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Great Help Desk and Internal IT Client Service
Duration
1 Day
Course
ITMG-217
Available Formats
Classroom Training, Online Training
Course Description
Overview
This Great Internal IT Client Service course is designed to enhance client/user/customer satisfaction. This class expends student knowledge of client service best practices, overall user experience, measurement, prioritization, communication and other related activities.Objectives
Upon completion of the Great Internal IT Client Service course, students will be able to:
- Apply internal client service concepts, techniques, and best practices
- Leadership attributes/processes needed to create a service-oriented environment
- Specific actionable techniques to enhance your user satisfaction
Audience
- Professional of all levels and job type
Topics
- Importance of internal client service
- Managing Client Satisfaction
- Dissatisfaction vs. Satisfaction vs. Delight
- Client Wants
- Resolution, Action, Information or Promise
- Managing Client Expectations
- The “One IT” Concept
- Moments of Truth
- Importance of Controlling the Discussion
- The DANCE conversational framework
- Ways to Say “No”
- Using Redirection
- Using Referral
- Using the Company High Road
- Using Leading Questions
- Saying “Yes” with Conditions
- Influencing Client Behavior
- Fifteen ready-to-use techniques to help you help your client
- User Experience
- Client service
- Products
- Services
- Documentation and training
- Multi-channel accessibility
- IT thought leadership
- Measuring Client Satisfaction
- Key Performance Indicators (KPI)
- Net Promoter Score (NPS)
- Customer Satisfaction Score (CSAT)
- Be Creative!
- Task Prioritization
- Importance of Task Prioritization
- Approved prioritization process
- Client Segmentation
- Documenting Client Types and Services Provided
- Help Desk Ticket Info
- Issue, Action, Result: Definition
- Client types, preferences and attributes
- Building Your Client Service Personal Development Plan
- Increase Your Knowledge
- Expand Your Business/Communication Skills
- Enhance Your Client Service Ability
- Develop Your Personal Traits
- Your Ongoing Journey
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Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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Please take a moment to fill out this form. We will get back to you as soon as possible.
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