About the course

Introduction to Customer Service:

• How to turn good into excellent service.
• A business model for customer service.
• An understanding about how business culture affects the Service Desk.
• Introduction to Service Level Agreements.
• Understand how response times affect customer satisfaction.
• Common metrics for performance measurement.
• An overview of Operating Level Agreements.
• An awareness of Standard Operating Procedures
• Understanding the Data Protection Act responsibilities.
• How Standard Operating Procedures and Service Level Agreements work in alignment.
• Using Call Architecture to take control of a call.

Communication Skills:

• Adopting a professional writing style appropriate to the customer.
• Avoiding emotion in writing.
• Layout and fonts.
• Proof reading to avoid misunderstanding.
• Professional real-time note-taking.
• Verbal communication.
• Effective communication.
• Understanding vocal elements.
• Overcoming barriers to communication.
• Active listening.

People Skills:

• Stress Management.
• How to identify behavioural styles within ourselves and others.
• Assertiveness skills.
• Dealing with difficult people.
• How to deal with unacceptable behaviour.
• Team development.
• Personality assessment.
• Team Visibility.
• Ambassadorial responsibilities that raise the profile of the IT department.
• Completion of a personal action plan.