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Workshop title :

 

Customer Focus for IT support specialists

 
 

Workshop reference :

 

305 / V1.0

 
 

Duration :

 

1.5 day

 
 

Language :

 

English, French

 
 

Why, Who and What ?

 
 

IT support specialists are typically analytical, rational problem-solvers and place their value on their technical expertise. Dealing with end-users’ requests for technical support requires interpersonal sensitivity and communication skills, as well as understanding the customers’ needs for reliability, access, responsiveness, security and credibility. This course is designed to increase the IT support specialists’ understanding of customers’ needs and wants in both tangibles and intangibles, so that they can respond practically and effectively to non-technical end-users’ requests for support. The course methods include presentations of information and models, group work, discussion, practical exercises for skill-building in triads or pairs, and role plays. The course is aimed at being informative, fun and practical.

 
 

Module

 

Key Development Areas

 
 

What do customers really want ?

 

Defining standards of quality for delivery of service. Ranking your customers’ priorities.

 
 

What makes me mad !

 

Objective observation of facts and feelings linked to difficult situations with customers. Awareness of personal development needs.

 
 

Exploring customers’ needs

 

Clarifying requirements and needs, giving individual attention, listening, checking the message, and questioning techniques.

 
 

Defining support/service standards

 

Finding solutions for customers requests, setting standards for reliability, responsiveness, access, security.

 
 

Proposing support and service

 

Proposing, seeking agreement, negotiating and closing.

 
 

Putting into practise

 

Dealing with requests. Building skills through role play and feedback.

 
 

Personal evaluation and action planning

 

Planning your further skill building

 
 

Course wrap-up and evaluation