Delivering Quality Customer Services in IT Service Management
Duration 1 day - These courses are run onsite and are by request only. Please call for details
Designed to help service desk staff deliver the highest standard of service
At A Glance – Course Overview
Delivering Quality Customer Service is a 1-day course, 100% developed in Australia and is designed
to be interactive and provide delegates with the skills and strategies that they can put into action immediately when they are back at work.
The course focuses on the Service Desk and Incident Management elements of the IT Infrastructure Library set of best practices. It aims to provide delegates with the key skills they need to ensure they
can deliver consistent quality service to their customers.
How It Delivers Value
With an understanding of the ITIL ® process, your people will be empowered to deliver greater value
to the business through the consistently good service they provide.
The results will lead to:
- Improved confidence and control for your staff
- Enhanced team work
- Better communication and information flows between IT staff and customers
- A quality approach to IT service provision
- A more satisfied and assured IT Director, confident that staff are provided with the appropriate standards and guidance
- Greater productivity and a better use of available skills and experience
- Improved techniques for dealing with stress
- Improved problem solving for phone and customer service.
Who Will Benefit
This course is ideal for staff who might be involved in the perimeter of IT Service Management, or those who are new to ITIL® and requiring a broad, brief introduction.
The course is suitable for relatively large numbers and might be used to engender an initial understanding of IT Service Management amongst groups such as IT staff, not directly involved with implementation, but requiring an understanding of the organisations ITSM project and commonly used ITIL® terminology. This course is available for on-site delivery, and an element of customisation is possible in order to address an organisation’s specific situation.
Key Learning Outcomes
- What is Customer Service?
- How the concepts of Service Management and their application enhance IT Business performance
- How important your contribution and team work is to the overall performance
- How the impact of Service Management processes influence customer perception
- The importance of, and how to, project a positive image
- Telephone Techniques to improve the flow of communication with customers
- Better business writing skills
- Problem Solving Techniques
- How to manage stress in workplace
- Best Practice in IT
Go back to the IT Education Portfolio
“ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom
and other countries”.
