workshopMenu06_10.gif

Client Service for IM/IT Professionals

DATE COST  
Oct 28-29,2010 $1095

2 day workshop - 8:30 to 4:30
* Please note prices do not include tax
* When 2 or more attend a workshop from the same organization, they will receive a 10% discount.

This facilitated session will enhance your ability, as an IM/IT professional, to provide excellent service to your customers in a way that - deals with your issues in a forward looking manner, allows for openness and honest dialogue and identifies a clear path forward for the key topics and issues.

What You Will Learn

  • Improve your customer relationships
  • Reduce stress in your interaction with customers
  • Create a practical action plan to implement the Six IT Customer Service Competencies
  • Enjoy a more rewarding and satisfying job experience
  • An introduction to Customer Relationship Management (CRM) concepts

Unique Workshop Feature
Explores how your personal behavioural style influences your dealings with your clients.

Who Should Attend

  • Help desk and support staff
  • Managers and supervisors
  • Anyone with direct customer contact

Workshop Content

  • New rules of customer service
  • The IM/IT competency matrix
  • Three foundations of customer satisfaction -

The internal customer, The exceptional customer attitude, Customer friendly systems

  • Setting service priorities
  • Handling complaints
  • Recovering customers
  • The five-step problem solving model
  • Personal action plan development
  • Intro to Customer Relationship Management

Dave Neely spent 18 years with IBM Canada in the Customer Service Department.

Top