18 - 29 May 2025
Cairo (Egypt)
Hotel : Holiday Inn & Suites Cairo Maadi, an IHG Hotel
Cost : 5720 € Euro
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.
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.
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
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
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.