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Your Customer Service Desk is the door to your organisation – it plays a pivotal role in the overall success of the support and delivery of services.

This powerful one-day course has been designed for anyone who has learned about what constitutes customer service and needs to fully understand how customers want to be treated. Based on extensive practical experience in many different sectors of business and government, the course answers the countless questions people have asked and issues they have faced when dealing with customers.

Do you want to know how to get the very best from your Service Delivery? It helps you to discover how to change your customers’ perception of service that you are delivering and meet your targets.

If your customers do not consider your support as ‘a source of knowledge and experience’ then this is the course you’re looking for.

Participants can expect to gain competencies in the following:

Customer Service – what is this and how do I approach it
Customer Service Desk staff skills – what skills are needed to interact with customers
The Do’s and Don’ts for Customer Service Desk Staff – learn how to make customer service a success in your organisation and avoid common pitfalls
Delivering bad news – how to tell your customers their requests can’t be completed or will be late
Irate callers – how to deal with upset customers
Incident Handling – how to record dealings with customers
Tools: what is needed to help customer service agents?
Improving the Customer Service Desk – how to go about improvements of your customer service area

This course is suited to:

Customer Service Desk personnel
Service desk supervisors / managers
Service delivery managers; and
Anyone in an operational area dealing with customers who wishes to be a part of a Service Improvement programme.

Contact ALC for a quote today!

Prerequisites

This 2-day powerful course is designed to enable organisations to develop their own ‘in-house’ capabilities for the effectiveplanningandimplementation of IT Service Management.

The IT Infrastructure Library (ITIL) is a powerful body of knowledge that has been built over the past two decades, and organisations are increasingly looking to ITIL as a framework for continuous improvement. In their zeal to implement ITIL, however, some organisations may be expecting too much too soon from the individuals that they choose to lead the effort. ITIL contains an enormous amount of content. Even though much of that body of knowledge has informally existed in IT for years, it is not reasonable to expect an individual to master those best practices in a few days or even a few weeks.

IT management needs to ensure that the ITIL implementation plan is reasonable if it is to be successful. ITIL Foundation training is a necessary starting point for an enterprise-level ITIL project and it is possible that within a small IT organisation the implementation of ITIL best practices can be driven and accomplished after ITIL Foundation training. However, it is not reasonable to expect that an individual armed only with an ITIL Foundation certification will be capable of delivering a successful enterprise-level project.

This Planning and Implementing ITIL workshop has been designed to provide a fast-track bridge between theory and the real world.

This course is aimed at managers, consultants and staff in IT Service Management, especially those who are involved in improving and optimising IT Service Management environments or advising on ITIL.

IT Service Management as a service organisation
Where are we now, where do we want to be, how will we get there?
Business case for implementing ITIL Service Lifecycle
Promoting the value of IT Service Management
Marketing ITIL Service Management
The Service Lifecycle itself
Benchmarking and Baselines
Stakeholders and ITIL
The Service Management and Lifecycle roadmap
Metrics – “If you can’t measure it you can’t manage it!
Action plan

Course	Fees A$ Per Person
Planning and Implementing ITIL	$1275 + gst

Customer Service Skills: Course Overview

Customer Service Skills: Learning Outcomes

Participants can expect to gain competencies in the following:

Customer Service Skills: Who Should Attend

This course is suited to:

Customer Service Skills: Course Contents

Customer Service Skills: Dates and Fees

Customer Service Skills: Exams and Stuff

Prerequisites

Customer Service Skills: Sidebar Content

Planning and Implementing ITIL®: Course Overview

Planning and Implementing ITIL®: Learning Outcomes

Planning and Implementing ITIL®: Who Should Attend

Planning and Implementing ITIL®: Course Contents

Planning and Implementing ITIL®: Dates and Fees

Participants can expect to gain competencies in the following:

This course is suited to:

Prerequisites

Course

Fees A$ Per Person

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