Internal IT Client Service


Course Number: ITL-100

Duration: 1 day (6.5 hours)

Format: Live, hands-on

Internal IT Client Service Training Overview

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

Accelebrate offers instructor-led enterprise training for groups of 3 or more online or at your site. Most Accelebrate classes can be flexibly scheduled for your group, including delivery in half-day segments across a week or set of weeks. To receive a customized proposal and price quote for private corporate training on-site or online, please contact us.

Objectives

  • Insights into internal client service concepts, politics, and best practices
  • Leadership attributes/processes needed to create a service-oriented environment
  • Specific actionable techniques to enhance your user satisfaction

Prerequisites

Prior experience working in an IT client service role is presumed.

Outline

Expand All | Collapse All

Introduction
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
  • Resource prioritization
  • 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
  • Listening framework
  • Listening styles
Conclusion

Training Materials:

All attendees receive comprehensive courseware covering all topics in the course.

Software Requirements:

For in-person deliveries, attendees do not need computers for this course. We will provide full classroom setup instructions that will include seating in small groups, with supplies such as flipcharts, sticky notes, markers, and pens for the attendees and a projector and Internet connection for the instructor's laptop.

Online deliveries for this interactive training will use an online meeting platform (such as Zoom, WebEx, GoTo, or Teams) to have face-to-face contact online, including use of breakout rooms for group activities.



Learn faster

Our live, instructor-led lectures are far more effective than pre-recorded classes

Satisfaction guarantee

If your team is not 100% satisfied with your training, we do what's necessary to make it right

Learn online from anywhere

Whether you are at home or in the office, we make learning interactive and engaging

Multiple Payment Options

We accept check, ACH/EFT, major credit cards, and most purchase orders



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