IT Service Management Communication Skills
1-day

Description

One of the most common reasons that customers become dissatisfied with an IT Service is that they lose, or never establish, confidence in the service provider organisation. Over time, the customer begins to feel that the service provider organisation does not value the relationship. This impression is built up and reinforced with every user / IT interaction which leaves the customer, in some small way, dissatisfied. For example, the IT agent didn’t seem to listen or understand the urgency of the situation or seemed curt or distracted.

Therefore, it is essential that everyone in the IT Service Provider organisation understands their role in managing the customer relationship and is equipped with the insight and skills to enable them to manage every customer interaction in a consistently professional and courteous manner which reinforces and enhances the customer perception of the service provider as the IT Service partner of choice.

Delegates can expect an engaging, thought provoking, interactive event in which they will be challenged to consider how their own communication style, preferences and responses contributes to the success of the enterprise in every single interaction. Informal exercises will be used to allow delegates to explore and practice techniques in a positive and fun learning environment.