XML and Other Training / IT Leadership Training
Internal IT Client Service
Accelebrate’s Internal IT Service course is specifically designed for individuals and departments that provide services to fellow employees within their company. This IT Leadership class teaches IT professionals how to understand user needs, communicate effectively, properly measure user satisfaction, and create a service-oriented environment within their organization.
Location and Pricing
Most Accelebrate courses are delivered as private, customized, on-site training at our clients' locations worldwide for groups of 3 or more attendees and are custom tailored to their specific needs. Please visit our client list to see organizations for whom we have delivered private in-house training. These courses can also be delivered as live, private online classes for groups that are geographically dispersed or wish to save on the instructor's or students' travel expenses. To receive a customized proposal and price quote for private training at your site or online, please contact us.
In addition, some courses are available as live, online classes for individuals. See a schedule of online courses.
Internal IT Client Service Training Objectives
All students will gain:
Internal IT Client Service Training Outline
Internal Client Service Essentials
Why the concept of internal client service important
Characteristics of poor, good, and great client service
Ideal internal client service vs. realistic client service
Deadlines, ongoing communication, and follow up
Being proactive versus reactive
Difference between client service and relationship management
Developing processes that facilitate efficient service
Measurement: If you can’t measure it, then you can’t monitor it or improve it
Ways of showing service ownership
Measuring internal client satisfaction
Manager's Role in Service Success
Leadership attributes/processes needed to create a service-oriented environment
Communication and Interpersonal Skills
Passive, aggressive, and assertive
Visual, auditory, and kinesthetic communications
Building rapport on the phone
Prior experience working in an IT client service role is presumed.
All attendees receive comprehensive courseware covering all topics in the course.
Software needed for each student PC:
This is an interactive seminar that does not require computers. The room should be configured to support pencil and paper exercises in groups of 3-4 participants.