Training Course: Customer Service Management in IT

IT235616 27 Apr - 8 May 2025 Cost : 3640 € Euro
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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.

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