Internal IT Client Service

Internal IT Client Service

Bascom Bridge’s Internal IT Service course is specifically designed for individuals and departments that provide services to fellow employees within their company. This IT Leadership class teaches IT professionals how to understand user needs, communicate effectively, properly measure user satisfaction, and create a service-oriented environment within their organization.

 

INTERNAL IT CLIENT SERVICE TRAINING OBJECTIVES

All students will gain:

  • Insights into internal client service concepts, politics, and best practices
  • Leadership attributes/processes needed to create a service-oriented environment
  • Specific actionable techniques to enhance your user satisfaction

INTERNAL IT CLIENT SERVICE TRAINING PREREQUISITES

Prior experience working in an IT client service role is presumed.

INTERNAL IT CLIENT SERVICE TRAINING MATERIALS

All attendees receive comprehensive courseware covering all topics in the course.

SOFTWARE NEEDED FOR EACH PC:

This is an interactive seminar that does not require computers. The room should be configured to support pencil and paper exercises in groups of 3-4 participants.

For classes delivered online, all participants need either dual monitors or a separate device logged into the online session so that they can do their work on one screen and watch the instructor on the other. A separate computer connected to a projector or large screen TV would be another way for students to see the instructor’s screen simultaneously with working on their own.

INTERNAL IT CLIENT SERVICE TRAINING OUTLINE

  • Introduction
  • Internal Client Service Essentials
    • Why the concept of internal client service important
    • Characteristics of poor, good, and great client service
    • Ideal internal client service vs. realistic client service
    • Resource prioritization
    • Deadlines, ongoing communication, and follow up
    • Being proactive versus reactive
    • Difference between client service and relationship management
    • Developing processes that facilitate efficient service
    • Measurement: If you can’t measure it, then you can’t monitor it or improve it
    • Ways of showing service ownership
    • Measuring internal client satisfaction
  • Manager’s Role in Service Success
    • Leadership attributes/processes needed to create a service-oriented environment
  • Communication and Interpersonal Skills
    • Passive, aggressive, and assertive
    • Visual, auditory, and kinesthetic communications
    • Building rapport on the phone
    • Listening framework
    • Listening styles
  • Conclusion

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Internal IT Client Service

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  •  Theory : 40%
  •  Lab : 60%
  • Duration : 6 hours
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