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IT Help Desk Service in a Virtual World

Price
765 USD
2 Hours
ITMG-261
Classroom Training, Online Training
Other

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Course Description

Overview

This IT Help Desk Service in a Virtual World course is designed to enhance client/user/customer satisfaction in a virtual and full work-from-home environment.

This class expends student knowledge of virtual client service best practices, overall user experience, measurement, prioritization, communication and other related activities.

 

Objectives

Upon completion of the IT Help Desk Service in a Virtual World course, students will be able to:
  • Apply internal virtual client service concepts, techniques, and best practices
  • Enhance IT Help Desk measurement, prioritization, documentation and knowledge sharing
  • Use specific actionable techniques to enhance your user satisfaction

Audience

  • Professional of all levels and job type

Prerequisites

    None
     

Topics

1. Initial Thoughts on Virtual Client Service
  • Definitions
  • Challenges
  • Importance
  • Your Role
2. Managing Client Expectations
  • The “One IT” Concept
  • Moments of Truth
  • Importance of Controlling the Discussion
  • DANCE Expectation Management Framework
3. Influencing Client Behavior
  • Emotional Response Inhibits Control (ERIC)
  • Action/Reaction Influencers
  • Vent, Acknowledge, Solve, Educate (VASE)
4. Virtual User Experience
  • Products
  • Services
  • Documentation and training
  • Multi-channel accessibility
  • IT thought leadership
  • And yes, You
5. Internal Client Service Concepts
  • Understanding Your Clients' Characteristics
  • Showing Service Ownership
  • Communicating with Your Client Leadership
6. Managing Client Satisfaction
  • Dissatisfaction vs. Satisfaction vs. Delight
  • Client Wants
  • Promise, Action, Information, or Resolution (PAIR)
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Self-Paced Training Info

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