IT manager

Training Course: Customer Service Management in IT


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IT235616

5 - 16 May 2025

Kuala Lumpur (Malaysia)

Hotel : Royale Chulan Kuala Lumpur

Cost : 9240 € Euro

Introduction:


This course, designed by Global Horizon Training Center, focuses on enhancing customer service management within the Information Technology (IT) sector. As IT becomes a critical driver of business success, effective customer service plays a key role in maintaining client satisfaction, improving service delivery, and fostering long-term relationships. This program will provide participants with practical tools and techniques to manage IT customer service efficiently, aligning support processes with strategic business goals.

Objectives:


By the end of this training program, participants will be able to:

  • Understand the fundamentals of customer service in an IT environment.

  • Develop strategies for improving customer service performance and client satisfaction.

  • Manage customer service teams and processes effectively in an IT context.

  • Implement IT service management best practices, including frameworks like ITIL.

  • Utilize key customer service metrics to evaluate performance and areas for improvement.

  • Handle complex IT customer inquiries and technical issues with a customer-centric approach.

  • Improve communication skills for better interaction with clients and internal stakeholders.

  • Align IT services with organizational goals to enhance customer satisfaction.

  • Develop crisis management strategies for IT service disruptions.

  • Leverage technology to enhance IT customer service operations.

Course Methodology:


The course will use a combination of:

  • Interactive lectures and discussions

  • Case studies on IT customer service scenarios

  • Role-playing exercises for real-world application

  • Group work and problem-solving activities

  • IT service management tools and software demonstrations

  • Continuous assessments and feedback

Organizational Impact:


Upon completion of this program, organizations will benefit from:

  • Improved customer satisfaction and loyalty in IT service management.

  • Enhanced efficiency in IT support and service delivery.

  • Better alignment of IT services with business objectives.

  • Reduced customer service response time and increased issue resolution rate.

  • More effective handling of technical inquiries and service disruptions.

  • Stronger collaboration between IT and non-technical departments.

Target Audience:


This course is suitable for:

  • IT service managers

  • IT support team leaders

  • Customer service professionals in IT companies

  • Helpdesk supervisors and team members

  • IT project managers

  • Technical support specialists

  • Anyone responsible for managing or delivering customer service in an IT setting

Outlines

Day 1: Introduction to IT Customer Service Management

  • Definition and role of customer service in IT.

  • Key differences between IT and non-IT customer service.

  • Overview of IT service management (ITSM) frameworks.

  • Setting customer service goals in IT.

Day 2: ITIL and IT Service Management Best Practices

  • Introduction to ITIL (Information Technology Infrastructure Library).

  • Key concepts and processes within ITIL.

  • Implementing ITIL in customer service management.

  • Case study: Successful ITIL implementation.

Day 3: Communication Skills for IT Customer Service Professionals

  • Developing strong verbal and written communication.

  • Tailoring technical information for non-technical clients.

  • Handling difficult customers and conflict resolution.

  • Role-playing exercises: Effective communication in IT.

Day 4: IT Customer Service Metrics and Performance Indicators

  • Introduction to key performance indicators (KPIs) for IT customer service.

  • How to measure customer satisfaction (CSAT) and net promoter score (NPS).

  • Analyzing and interpreting customer feedback.

  • Practical exercise: Developing a KPI dashboard.

Day 5: Managing IT Support Teams

  • Team structure and roles in IT support.

  • Leadership and management techniques for IT customer service teams.

  • Monitoring team performance and providing feedback.

  • Group activity: Designing an IT support team workflow.

Day 6: Problem Solving and Technical Issue Resolution

  • Identifying common IT support issues and solutions.

  • Troubleshooting strategies for IT service desks.

  • Managing service disruptions and escalations.

  • Case study: Handling a major IT service outage.

Day 7: Technology in IT Customer Service Management

  • Utilizing IT service management (ITSM) software tools.

  • Automating support processes with AI and chatbots.

  • Role of cloud services and remote support in modern IT service delivery.

  • Demonstration: Using ITSM tools to streamline support processes.

Day 8: Customer-Centric IT Service Management

  • Aligning IT services with customer needs and business objectives.

  • Personalizing IT services for different client segments.

  • Building long-term relationships with customers.

  • Interactive session: Developing a customer-centric IT service strategy.

Day 9: Crisis Management in IT Customer Service

  • Preparing for and managing IT service disruptions.

  • Communication strategies during crises.

  • Post-crisis evaluation and improvement.

  • Case study: Managing a cybersecurity breach.

Day 10: Continuous Improvement and Future Trends in IT Customer Service

  • The role of continuous improvement in IT customer service.

  • Emerging trends in IT customer service management (AI, automation, self-service).

  • Course recap and action planning.

  • Final project presentation: Developing a strategic IT customer service plan.

IT manager

Training Course: Customer Service Management in IT


Register Now
Quick Inquiry
Discount Group Download Brochure (3)

IT235616

5 - 16 May 2025

Kuala Lumpur (Malaysia) - Royale Chulan Kuala Lumpur

Hotel : Royale Chulan Kuala Lumpur

Cost: 9240 € Euro


  About Kuala Lumpur

If you are not the type to laze around during your vacation and prefer a full schedule, visiting a capital city is a good idea! You won’t be short of activities to fill your days and may choose from museums, shops, amusement parks, theaters, restaurants, or even festivals. Don’t know where to go? Look no further! Kuala Lumpur, in Malaysia, has a wide range of things to do there. Whether traveling alone, with someone else, your family, or even friends, you will surely find what to do.

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