Client management skills for technical specialists – Service Desk

Client management skills for technical specialists – Desktop Team

Client management skills for technical specialists – Train the Trainer

Service quality for Third Tier resolver teams

IT scripting for support services

Client management skills for technical specialists – Service Desk™

Description

Staff resistance is common when customer service training is based on generic or retail type interactions with clients. This evidence based workshop connects the client feedback directly with staff communication and behaviour.

The primary purpose of this workshop is to engage staff in a continuous improvement process and subsequently understand their responsibility in delivering service quality. It is an interactive workshop where the survey results are embedded into the content.

To allow staff to speak freely, it is recommended that Managers not attend this workshop.

Prerequisite

IT Service Quality Benchmark Survey or three months of Transactional Surveys

Duration

One Day

Objectives

• Understand the key components with which clients judge a technical service
• Examine and discuss acceptance of the current survey results
• Agree improvements needed in service levels
• Learn how to say ‘no’ without saying ‘no’
• Develop strategies that stop client’s escalating issues
• Demonstrate the effects of different communication types
• Positively educate the client as what is, and is not possible
• Gain the respect of specialty resolver groups

Deliverables

1. Workshop preparation and integration of survey results
2. Workshop delivery - one day on-site
3. Master copy (soft) of workshop notes
4. A written Communications Procedure
5. Post workshop follow up with the Team Leader/ Manager
6. Service Improvement Activities Matrix
7. One month email support for all participants on service quality issues
8. Team Leader/Manager follow up and review at three months and six months

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Client management skills for technical specialists – Desktop Team™

Description

Desktop staff are exposed to a different set of support issues than people working at the Service Desk. Working in the clients work environment.
More resistance is common when customer service training is based on generic or retail type interactions with clients. This evidence based workshop connects the client feedback directly with staff communication and behaviour.

The primary purpose of this workshop is to engage staff in a continuous improvement process and subsequently understand their responsibility in delivering service quality. It is an interactive workshop where the survey results are embedded into the content.

To allow staff to speak freely, it is recommended that Managers not attend this workshop.

Prerequisite

IT Service Quality Benchmark Survey or three months of Transactional Surveys

Duration

One day

Objectives

• Understand the key components with which clients judge a technical service
• Examine and discuss acceptance of the current survey results
• Agree improvements needed in service levels
• Communicating effectively with Service Desk
• Using active listening to diffuse client anger
• How to constructively deflect additional jobs when onsite
• Develop action plan for dealing with inappropriate electronic media on client machines
• Influencing and educating client’s as what is, and is not possible
• Develop an agreed “Desktop Etiquette” for working in a client’s workspace

Deliverables

1. Workshop preparation and integration of survey results
2. Workshop delivery - one day on-site
3. Master copy (soft) of workshop notes
4. A written “Desktop Etiquette” Policy
5. Post workshop follow up meeting with the Team Leader/Manager
6. Service Improvement Activities Matrix
7. One month email support for all participants on service quality issues
8. Team Leader/Manager follow up and review at three months and six months

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Client management skills for technical specialists – Train the Trainer™

Description

A Train the Trainer option is available for organisations with an ongoing requirement for delivery of the following workshops

1. Client Management Skills for Technical Professionals - Service Desk
2. Client Management Skills for Technical Professionals - Desktop
3. Scripting for IT Support Services workshop

Service quality for Third Tier resolver teams™

Description

For staff working in deep technical areas it is not a Delivering a customer focused service in complex IT environments requires more than simplistic, retail focused, customer service training. For speciality technical teams in particular the use of the word customer can generate cynicism when the “customer” is another IT person. For Third tier staff to adopt customer service as a concept in its own right, the structure of the information and the language to convey it has to be contextually appropriate.

Understand what is required by them in the service quality value chain.

This is an evidence based workshop where the inter-team assessment provides the data to base the workshop on.

To allow staff to speak freely, it is recommended that Managers not attend this workshop.

Prerequisite

Inter-team service quality assessment

Duration

One Day

Objectives

• Define their role in the IT service quality value chain
• Understand the requirements of customers when they work within IT
• Develop an appropriate communications format for reactive and proactive status
• Understand what to communicate in high pressure, reactive situations
• Determine what and when to communicate with end users
• Demonstrate respect for other resolver teams
• Understand the behaviours that lead to ‘silos’
• Differentiate between a technical and business solution

Deliverables

1. Workshop preparation and integration of inter-team assessment results
2. Workshop delivery - one day on-site
3. Master copy (soft) of workshop notes
4. A written Communications Procedure
5. Post workshop follow up meeting with the Team Leader/Manager
6. Service Improvement Activities Matrix
7. One month email support for all participants on service quality issues
8. Team Leader/Manager follow up and review at three months and six months

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IT scripting for support services™

Description

The “would you like fries with that?” has given scripting a bad name. The fear of scripting in IT environments is that support staff will turn into automatons delivering robotic responses that can’t be varied from. The reality is effective scripting provides the structure for IT staff to shape clients’ perceptions, expectations and behaviour in relation to IT services. In this practical, hands-on workshop, participants will create scripts to incorporate service quality into any technical support interaction.

Audience

• IT Client Service Managers
• Service Desk Managers and Team Leaders
• Desktop Support Managers and Team Leaders
• Application Support Managers and Team Leaders

Prerequisite

Nil

Duration

Half day

Objectives

At the end of the workshop participants will be able to:

• Use structured language to improve service quality outcomes
• Write objectives and verbal scripts for common, repeatable situations
• Apply scripting principles to electronic communication
• Improve the quality of communication without changing the intent
• Create scripting maps

Content

1. Using a four phase approach to developing scripts
2. Scripts are developed for the following topics:
   • Managing technology and service expectations
   • Changing a client perception
   • Status and boundary issues
   • Clients using aggressive language
   • Clients who continually escalate problems
   • Clients who bypass support processes
   • Clients with a solution they want IT to implement
   • Improving understanding of the business priority
3. Writing standard communications for email
4. Trouble shooting scripts

Deliverables

1. Preparation and writing site specific examples
2. On-site workshop
3. Scripting templates
4. Standard scripts for Service Desk
5. One post workshop phone/online scripting integration tutorial
6. One month of email support for script reviews and advice

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