IT Service Management Communication Skills
Short-day

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...  READ MORE

Price: £250.00  *

  • Ref:WS-COM

* Price excludes VAT which will be added at the prevailing rate.

IT Service Management Communication Skills

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.

 

Topics

  • The nature of services and how value is perceived by the customer
  • The customer experience – “moments of truth”
  • The positive Service Attitude
    • Developing and promoting your brand
  • The communication process
    • Face-to-face
    • Telephone
    • Written
  • Communication skills
    • Verbal and non-verbal communications skills
    • Communication protocols
    • Recognising and addressing barriers to communication
  • Assertiveness
    • Transactional Analysis
    • Passive, aggressive, assertive
    • Successful negotiation skills
  • Managing a successful interaction
    • Establishing rapport
    • Identifying and managing conflict
    • Handling difficult situations confidently
       

Dates For IT Service Management Communication Skills

Dates for this course are available on request. Please Contact us for details.

Availability and pricing for IT Service Management Communication Skills:

Dates for this course are available on request. Please Contact us for details.