Customer Care Skills for ICT Professionals


This one-day workshop is specifically designed for ICT professionals. It will provide you with a clear grasp of the skills needed to provide excellent and effective customer care and service. Only organisations providing excellent customer care survive in today's demanding climate. That holds true inside organisations as well as externally, where internal customers also demand the same high standards of service.
The workshop focuses on how to build a rapport with your customer from the outset. It teaches how to use effective listening and questioning techniques. These skills will help you to take control of a telephone call and gather the information you need to help sort out problems immediately or to pass the information on to those who can. You will learn how to defuse the frustration and anger that customers often feel, and how to end such a telephone call positively. Through exercises, discussion, role-plays and feedback this course will help you to provide a quality of service that will delight your customers and help you establish excellent relationships with them.
This workshop forms day one of the RSM 'Inter-personal Skills for ICT Professionals' programme, but may also be attended in isolation.

This course is available 'on demand' (minimum 2 students) for public presentations or for one-company, on-site presentations.

Objectives

On successful completion of this course you will be able to:

  • fully understand the concepts and value of a customer care culture
  • recognise your internal and external customers
  • relate the importance of customer care to your day-to-day work
  • show your customers how importantly their problems and requests are viewed and handled
  • improve your own customer care skills
  • deal with challenging customers.

Who Should Attend

All those who have to deal with internal or external customers within the IS/IT environment. Particularly suitable for Sevice Desk staff.

Prerequisites

None.

Duration

1 day

Fee (per attendee)

£425 (ex VAT)

Course Code

MGE1

Contents

How to delight your customers

How to recognise your internal and external customers

How to listen effectively and confidently use questioning techniques

How to deal with challenging customers

How to recognise problems quickly

Some useful tools and techniques to deal with complaints positively.


© RSM Technology 2017