(IT) Customer Service Training
The challenge of conducting IT consulting internally is a critical task
of management. IT managers must balance the organization culture and history, inherited or legacy systems, IT and business
leadership, the capabilities of both its professionals and the end users within the business environment. IT consulting is
not a matter of merely fixing individual stand-alone problems. Other considerations are the relationship of the consulting
partnership to strategy and the larger organization.
As IT becomes a major platform upon which a company is organized and
business is conducted, failure to recognize the interrelationships between the organization structure, management controls,
people and processes and the environment can affect the success of the IT initiative.
To develop, maintain and expand credibility and provide true value, IT
service providers must satisfy a complex array of internal customer needs and demands. It can be difficult for internal service
providers to adequately respond to these needs and demands in an environment shaped largely by high expectations for flexibility,
quality, responsiveness, and results. Some of these forces include external competitors seeking a larger "piece of the pie",
changing of internal business and business unit goals and objectives, product innovations and the constant introduction of
new technology. These and other factors create new and more sophisticated demands on Texas Instrument's IT internal support
Successful IT service is no longer a matter of mere technical proficiency.
Rather, it is a combination of technical expertise, the ability to manage both information and people, and efficient, productive
Private Word Int’l Information Technology
(IT) Customer Service Skills gives your IT employees powerful new insights into internal customer behavior, their
own behavior and all of the necessary effective tools for creating real value for their internal customers.
Participants in the Information Technology (IT) Customer Service
Skills workshop will:
- Learn to gain valuable insights
into their customer’s concerns
- Learn to Under promise and
- Understand and know what
to do if the problem is bigger than they thought
- Know how to avoid and beware
of the IT image stereotypes: process versus solution, credibility costs, time, outside consultants effectiveness and inside
consultants perceived weakness
- Understand how to handle
complaints in ways that create improved, lasting relationships with their customers.
- Learn to build positive
"chemistry" by recognizing and responding to needs of individuals with varying behavioral styles.
- Learn how in the face of
doubt, misunderstandings, and complaints to respond appropriately to the emotions of internal customers and their co-workers,
then develop facts, and recommend value-building solutions.
- Learn not to blame past
failures on current stake holders
- Practice and learn how to
manage client expectations
- Acquire techniques for seeing
issues from the customer’s perspective; creating value-adding options for customers, and making sure customers recognize
the full value they are receiving.
- Practice handling angry
- Learn how to gain agreement
from customers and reinforce mutually satisfying long-term relationships.
- Develop an understanding
of how to transform their organizational units from groups into teams
For more information
and pricing, please complete this form and we will email you a confidential Annotated Outline that will provide you with an
hour-by-hour description of this training seminar.
6-20 (Please note that
we can increase the class size for private seminars)
8:30 AM - 5:00 PM