Great Internal IT Client Service

PT10575
Summary
User satisfaction comes from great internal client service. This class is specifically designed for individuals and departments that provide services to fellow employees within their company, as opposed to external clients. For example, the Sales, Marketing, Finance and Human Resources groups are clients of the Information Technology (IT) department because IT provides services to these groups. User satisfaction requires more than only technical ability. It also requires the capability to understand user needs, communicate effectively, properly measure user satisfaction and the ability to create a service-oriented environment.
Prerequisites
There are no prerequisites for this course.
Duration
1 Day/Lecture & Lab
Audience
This class is specifically designed for individuals and departments that provide services to fellow employees within their company, as opposed to external clients.
Topics
  • Internal Client Service Essentials
  • Manager's Role in Service Success
  • IT/Business User Relationship
  • Defining Expectations
  • Managing Expectations
  • User Types and How to Deal with Them
  • Skills that Influence User Behavior
  • User Problem Solving Process

Related Scheduled Courses