IT manager

Training Course: Customer Service Management in IT


Register Now
Quick Inquiry
Discount Group Download Brochure (3)

IT235616

18 - 29 May 2025

Cairo (Egypt)

Hotel : Holiday Inn & Suites Cairo Maadi, an IHG Hotel

Cost : 5720 € 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

18 - 29 May 2025

Cairo (Egypt) - Holiday Inn & Suites Cairo Maadi, an IHG Hotel

Hotel : Holiday Inn & Suites Cairo Maadi, an IHG Hotel

Cost: 5720 € Euro


  About Cairo

Cairo is a mesmerizing assortment of iconic monuments, bustling markets, and ancient sites encircled by a vast and sprawling metropolis. At its core lies a maze-like medieval quarter. A world away from the modern side of the city, it boasts a seductive blend of intricate mosques, jostling crowds, madrasas, and traditional hammams. No visit could be complete without visiting the awe-inspiring Giza Pyramids that preside over the city's horizon. Whether you come to delve into the city's ancient past, dive into colorful souqs, sip mint tea and contemplate thousands of years of history or explore the city's cosmopolitan side, you'll be left with memories to last a lifetime.


  Things to do and places to visit in Cairo

The multi-layered capital of Egypt offers its visitors lively markets, authentic restaurants, and a multitude of ancient sights and archeological findings. Gaze in wonder at the Pyramids, take an awe-inspiring look at Tutankhamen's burial mask, shop for handmade souvenirs in the bazaars or hop on a sunset cruise down the Nile and embrace the sensory overload that is Cairo.

Take a vacation in Cairo and you can:

  • Visit the Great Sphinx of Giza, one of Ancient Egypt's great mysteries.
  • Explore the ramparts of the Salah El-Din Citadel.
  • Join locals drinking coffee at Fishawi Café, one of Cairo's first cafes and most important meeting spots.
  • Marvel at the seemingly endless historical artifacts on display at the Egyptian Museum.
  • Learn about the Ummayad, Ottoman, and Ayyubbid dynasties and more at the Museum of Islamic Art.
  • Haggle for souvenirs and gifts at the Khan el-Khalili souk.
  • See one of the world's oldest universities at the Al-Azhar Mosque, one of the city's original mosques.
  • Take a tour of the showstopping Giza pyramids.
  • Savor local cuisine such as mezze in the old city.
  • Wander through the labyrinth-like streets of Coptic Cairo, the city's ancient quarter, and spot Roman relics.
 22 Portman Square, Marylebone, London W1H 7BG, UK
 3 Oudai street, Aldouki, Giza, Giza Governorate, Egypt
 0020233379764
 00201095004484
 00201102960555
 00201102960666
 19 Mayıs Mahallesi, 19 Mayis Street No 2 Sisli, 34360 Istanbul/Turkey
 00905357839460
 Australia Street, Raouche Beirut, Lebanon .، Beirut, Lebanon
 0096181746278
 811 Massachusetts Avenue, Boston, Massachusetts, 02118, USA
 6 Beirut Street - Fifth Circle Abdoun, P.O. Box 831370, 11183 Amman, Jordan
Copyright Global Horizon Training Center © 2019