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IT Customer Service Skills Training
IT Customer Service Skills Training might be opening a can of worms. But it might well be a can of worms that needs opening. The more the IT people resist, then the more important the IT customer service workshop is. IT professionals need to know that delivering professional internal and external customer service skills is part of their role. If you watched the show “Little Britain” you’ll remember the skits they played over and over of “The computer says no”. Very amusing, but not exactly customer service at its best!
Would you like to improve the customers service skills of your IT team and introduce smoother IT operations? It will make some leaps forward with regard to improving the service delivery of IT services. But there is still some stubbornness. IT people get caught up in the projects and sometimes their customer service skills are lacking.
The IT Department can become a communication silo. This course was designed by an organisational psychologist to relaunch the internal/external customer service charter for your IT people.
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Key Learning Outcomes
At the conclusion of this tailored IT Customer Service Adding Value Training workshop, your IT Team will be able to:
- Understand the customer’s expectations
- Recognise that IT is an internal and external customer
- Calibrate the level of existing service delivered
- Develop a customer service charter
- Work collaboratively with different personality styles
- Put themselves in the customer’s shoes, who may have limited IT knowledge
- Understand the importance of building rapport
- Resist the temptation of symptomatic responses
- Calibrate the zone of tolerance with customers
- Debunk any negative connotations about being in a service industry
- Deal with difficult internal and external customers
- Communicate more effectively with people from different generations
- Tally the impact of professional impact in the IT industry
- Build feedback loops to drive better outcomes
- Search for win/win outcomes and learn how to invent them
- Change deadlines seamlessly and reset expectations
- 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 internal service.
Test the quality of your existing IT service delivery
Just answer Yes or No to the following statements:
- Our IT Department responds to all queries in a timely manner Y | N
- Our IT people are always polite Y | N
- Our IT people are comfortable being in a customer service role Y | N
- Our IT people avoid jargon and communicate clearly Y | N
- Our employees rate the IT service delivery highly Y | N
- Our IT people communicate delays in advance when possible Y | N
- Our IT people take responsibility for problems instead of blaming “other people” Y | N
- Our IT people are open-minded to new ideas to improve the overall service Y | N
- Our IT department works seamlessly Y | N
- Conversations with the IT department usually end amicably Y | N
- Our IT people do not appear frustrated when contacted Y | N
- 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.
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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 IT Customer Service Skills Training 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 IT Customer Service Skills Training 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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M. Bolliger
Managing Director Bollinger Shipping Agency
We organised a series of “Workplace Resilience” courses In Sydney, Perth, Brisbane and Canberra. The feedback was excellent from all states. It was refreshing to find a national training company that can deliver consistent high-quality programs. Preferred Training Networks were also very flexible and professional – excellent.
R Birch
Projects and Policy, Family Court and Federal Circuit Court ACT
Short, sharp and to the point. Ideal length of time.
C. Haintz
QMS Media
Tom was a really engaging presenter, really enjoyable and useful session.
A. Weekes
Sports Integrity Australia
David is an excellent training facilitator. He took the time to adapt examples that we could really relate to. He is an EXCELLENT listener! And he is really good at picking apart what individuals say (in a good way) and applying the training to situations we bring forward. As someone who rarely feels comfortable speaking up in a situation like this, his approach was very much appreciated.
M Habjan
Council for the Arts
Lots of fun, made it easy to learn.
J. Shelberg
Bright Brewery
Very engaging trainer!! Rosie was a great facilitator especially in the virtual space. The content was easy to follow and prompted a lot of engagement and collaboration within the group.
J Penfold
Albury City Council
The training was well run as an informative discussion instead of a “lecture”. This better engages the trainees.
T Huthhison
Western Parkland City Authority NSW
Trish was wonderful – very insghtful and engaging.
R Bibby
Swan Hill Rural City Council
On behalf of the management of WesTrac, I would like to thank you and your team for the valuable assistance given to us in determining the content and facilitating the cultural integration sessions that took place as a result of a new business acquisition. We have had a lot of positive feedback from both the management of WesTrac and the newly acquired employees
R Futter
Business Development, WesTrac
Preferred Training Network developed a coaching training package that really met our needs and they made the contextualizing process so easy. Their customer service before and after was excellent and their trainer was refreshing and innovative and really knew his stuff. A pleasure to do business with.
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Learning and Development, Dept of Transport
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Senior Human Resources Advisor Town of Port Hedland WA
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J McConnell
Organisation L and D coordinator Penrith City Council
Facilitation was excellent and the training was tailored specifically to our needs. We were looking for Customer Service training with a difference and the 3-step approach was really great – the mystery customer component in particular. Recommend this training to organisations who want to investigate and improve the customer’s experience.
C Lane
HR Co-Ordinator, Bathurst Regional Council
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Programs Consultant, Pitcher Partners
Preferred Training Networks conducted detailed planning sessions to understand the business and culture which allowed for specific tailoring of the training course. This led to well facilitated training sessions that engaged participants and had a positive impact on the change process
P Rigbye
Group HR Manager, Hastings Deering
We organised a series of “Workplace Resilience” courses In Sydney, Perth, Brisbane and Canberra. The feedback was excellent from all states. It was refreshing to find a national training company that can deliver consistent high quality programs. Preferred Training Networks were also very flexible and professional – excellent
R Birch Projects and Policy Officer
Family Court and Federal Circuit Court ACT
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K Jones
Principal West Ryde Public School
Looks like you hit the mark again, I love that you guys are available to do this sort of thing
L Cox
Administration OLHC School
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HR Manager, Moree Plains Shire Council
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People and Culture, NEC Australia
Preferred Training Networks have been invaluable to our organisation in customising professional integrity and communications courses for us. Your trainers are very experienced and can handle sessions with individuals from any level of the organisation. Thank you for your help and we look forward to working with you again this financial year.
M Hewitt
Human Resources and Safety, Diver Foods
I have worked with Preferred Training Networks over a number of years to deliver onsite training for our employees. Preferred Training Networks took the time to understand my requirements right from their first contact with me. David Souter has a thorough understanding of local government which makes for a great partnership. He has provided us with some amazing trainers who are able to engage our staff and deliver the essential outcomes that Council is looking for. Thank you to David, Niall, Deb and Suzanne for all your help and hard work!
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Pinarc Disability Support and EasyTech Living
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J Zavecz
QMS Media
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O Goldrick
Sports Integrity Australia
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G Sinclair
Nepean Blue Mountains Local Health District
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