Adding Value to Your IT Customer Service

Would it help your organisation if your IT Department improved the quality of its service delivery?

The IT Department can become a communication silo. This course was designed by an organisational psychologist to relaunch the internal/external customer service charter of the IT Department.

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    Key learning outcomes

    At the conclusion of this course your IT Team will be able to:

    1. Understand the customer’s expectations
    2. Recognise that IT is an internal and external customer
    3. Calibrate the level of existing service delivered
    4. Develop a customer service charter
    5. Work collaboratively with different personality styles
    6. Put themselves in the customer’s shoes who may have limited IT knowledge
    7. Understand the importance of building rapport
    8. Resist the temptation of symptomatic responses
    9. Calibrate the zone of tolerance with customers
    10. Debunk any negative connotations about being in a service industry
    11. Deal with difficult internal and external customers
    12. Communicate more effectively with people from different generations
    13. Tally the impact of professional impact in the IT industry
    14. Build feedback loops to drive better outcomes
    15. Search for win/win outcomes and learn how to invent them
    16. Change deadlines seamlessly and reset expectations
    17. Feel comfortable having courageous conversations with peers and direct reports

    Course Description

    There has been a major push in Australia towards ITIL® (Information Technology Infrastructure Library). This is becoming a default standard in the IT industry. This identifies that IT is a service and all IT workers are service providers. However, this breakthrough course goes further and creates a “service” culture and mindset within the IT Department. Imagine taking your IT Team to the brink of customer service excellence where they are completely engaged by the service nature of their role too. There is a perception that some IT workers don’t really want to be “service providers”. Ideally IT should be like every other top quality service … you don’t notice it until you need it and then when you do there is always room for value-add.

    Test the quality of your existing IT service delivery

    Just answer Yes or No to the following statements:

    1. Our IT Department responds to all queries in a timely manner Y | N
    2. Our IT people are always polite Y | N
    3. Our IT people are comfortable being in a customer service role Y | N
    4. Our IT people avoid jargon and communicate clearly Y | N
    5. Our employees rate the IT service delivery highly Y | N
    6. Our IT people communicate delays in advance when possible Y | N
    7. Our IT people take responsibility for problems instead of blaming “other people” Y | N
    8. Our IT people are open-minded to new ideas to improve the overall service Y | N
    9. Our IT department works seamlessly Y | N
    10. Conversations with the IT department usually end amicably Y | N
    11. Our IT people do not appear frustrated when contacted Y | N
    12. Our IT people follow up to ensure critical problems have been rectified Y | N

    If you have answered No to more than 3 of these questions you should strongly consider this course for your people.

    cta course

    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Adding Value to Your IT Customer Service is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Adding Value to Your IT Customer Service and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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