Customer Care for IT Professionals
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Customer Care for IT Professionals

Does your organisation need to Improve customer service levels from your IT support staff. Do your staff avoid the use of technical jargon and unnecessary delays. Are you able to set specific timescales for when a job will be completed. Do you need to improve inter-team relationships and have employees who understand each other's requirements.

This programme is designed for help desk, IT telephone support, IT support staff and people who need to provide a customer care support service.

Consider these 'Customer Care' facts:
The Solution: Key Benefits of our training course

According to Michael LeBoeuf in his book "How to win customers and keep them for life", a typical business hears from only 4% of its dissatisfied customers. The other 96% just go away, and 91% of them will never come back.

On average, 1 dissatisfied customer will tell 8 to 10 people about the poor service they recieved.

It takes 12 positive service incidents to make up for 1 negative incident

75% of complaining customers will do business with you again if you resolve a complaint in their favour. 95% will do business with you again if you resolve a problem on the spot.

Identifying your customer.
Customer service, what it is and how I can improve the service I provide.
Effective communication.
Verbal, vocal and visual.

How does my customer perceive my service?
Saying what you mean and avoiding technical jargon. Also involves giving realistic timescales and not over promising and under delivering.
Body language.
Eye contact, non- verbal messages, hand and head movements.
Statements, questions, objections and their meanings.

Effective telephone communications.
Communication barriers.
Handling difficult calls.

Understanding your customer requirements.
Guidelines for handling complaints and how to avoid them.
100% customer satisfaction, can it be achieved?

Course Information:
Pre-Requisites No prior knowledge assumed

Duration:
2 days
 
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The course either has new dates in data loading, or is only run as a dedicated or In Company course.
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Key Details
Duration2 days
 
£720
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).