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IT Help Desk Service in a Virtual World
Duration
2 Hours
Course
ITMG-261
Available Formats
Classroom Training, Online Training
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
- The “One IT” Concept
- Moments of Truth
- Importance of Controlling the Discussion
- DANCE Expectation Management Framework
- Emotional Response Inhibits Control (ERIC)
- Action/Reaction Influencers
- Vent, Acknowledge, Solve, Educate (VASE)
- Products
- Services
- Documentation and training
- Multi-channel accessibility
- IT thought leadership
- And yes, You
- Understanding Your Clients' Characteristics
- Showing Service Ownership
- Communicating with Your Client Leadership
- Dissatisfaction vs. Satisfaction vs. Delight
- Client Wants
- Promise, Action, Information, or Resolution (PAIR)
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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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title
Please take a moment to fill out this form. We will get back to you as soon as possible.
All fields marked with an asterisk (*) are mandatory.