IT manager

Training Course: Customer Service Management in IT


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IT235616

18 - 29 May 2025

Istanbul (Turkey)

Hotel : DoubleTree by Hilton Istanbul Esentepe

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

18 - 29 May 2025

Istanbul (Turkey) - DoubleTree by Hilton Istanbul Esentepe

Hotel : DoubleTree by Hilton Istanbul Esentepe

Cost: 9240 € Euro


  About Istanbul

Few places compare to the vibrant, cosmopolitan city of Istanbul, whose enormous size straddles both Europe and Asia, forming a bridge between western and eastern cultures. Resting upon the natural harbor of the Golden Horn, the skyline of the once-Constantinople is pierced with minarets and ancient monuments that embody centuries of history. While it is brimming with historical landmarks and colorful markets, modern Istanbul is also well represented through its contemporary art scene, European-style café culture, world-class dining venues.


  Things to do and places to visit in Istanbul

Istanbul is teeming with attractions and landmarks from historic sights and unique cuisine to lively markets and unmistakable culture. It is a thriving city, with a myriad of things to do that skillfully manage to blend every aspect of both the contemporary and the historical world.

On a city break in Istanbul be sure to:

  • Visit a hammam, a traditional Turkish bath, whose origins date back to Roman times.
  • Marvel at the Hagia Sophia, Süleymaniye Mosque and Blue Mosque, Istanbul's most spectacular monuments that dominate the skyline.
  • Explore the Topkapi Palace Museum, one of Istanbul's most visited museums, home to over 80,000 artifacts.
  • Walk through the Basilica Cistern, an underground marvel built in the 4th century.
  • Be dazzled by the Grand Bazaar, one of the world's oldest and largest covered markets.
  • Go shopping for exotic products and Turkish delights in the Spice Bazaar.
  • Cross the bridge connecting Europe and Asia against the backdrop of the Bosphorus, or take a Bosphorus cruise.
  • Taste the diversity and flavor of Turkish cuisine.
  • Admire panoramas of the city from the Galata Tower.
  • Walk through Taksim Square, the city's dynamic square that never sleeps.
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