IT Service Management Communication Skills
1-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: £299 *

  • Course:WS-COM ( £299 )

(Prices exclude 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.

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.

Topics

The nature of services

  • How customers perceive value
  • Characteristics of excellent service
  • Moments of truth

The communication process

  • The basics of communication
  • The impact of verbal and non-verbal signals
  • The voice of authority

The assertive communicator

  • Transactional analysis
  • Passive, aggressive and assertive communication
  • Words of frustration

The medium impact

  • Choosing the medium for communication
  • Pro’s and con’s of each approach

Communication in difficult circumstance

  • Environmental, language, competency issues
  • Dealing with negative reactions
  • Managing the short and long terms effects of stress

 

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.