Service Excellence for IT Professionals

PT9007
Summary
This course is designed with the goal of on-the-job performance improvement, and offers an optional blended learning methodology. The learning strategy is experiential, focusing on specific skills and techniques with minimum discussion of theory. Participants are given an opportunity to explore and practice those skills and behaviors that will result in improved job performance. This course includes personal action planning, pocket reminder cards, commitment strategies, options to keep the facilitator in touch with participants after completion and our on-line electronic performance support system to ensure learning translates to on-the-job behavior change.
Prerequisites
There are no prerequisites for this course.
Duration
2 Days/Lecture & Lab
Audience
This course is designed for IT professionals who must increase their effectiveness as providers of information technology services to internal business clients or to other functions within Information Technology.
Topics
  • Service Excellence in IT Defined
  • Client Centered Service
  • Service Provider's AttitudeThe Foundation for Service Excellence
  • Service Offerings
  • Listening Effectively A Critical Skill
  • Improving IT Service Processes
  • Managing Client Expectations
  • Service Recovery
  • Making the Commitment to Improve Job Performance

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