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
IT Customer Service Adding Value Workshop
Customer Service Skills Training For IT professionals 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 IT 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 regards 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 course 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 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:
- 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.
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 Adding Value Workshop 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 Adding Value Workshop 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.