In most organisations employees have little patience when technology breaks down or when the IT professional explains that the proposed action is not possible. In responding to their clients the support professional needs to develop a new mindset - a skill set to add to their existing technical skills. These new skills such as communicating, managing expectations, and empathizing are increasingly important for IT roles which are business facing. This workshop does not present a set of soft skills designed to help the team to be nice on the telephone or answer within four rings. It will present the core skills that are essential to achieve the hard results and deliver responsive technical support.
Cost: Price on application
Duration: 2 Days
This course is not available as part of our public schedule but can be provided on a customised client specific basis.
The reality of the IT support role is that most users only contact the support team when they have a difficulty or a problem. This workshop redefines their role as key support for customers to enable them to achieve their goals. It builds on their existing skills and expertise and recognises the limitations of their role.
The core skills for success :
Effective questioning techniques
Defining your role :
Customers- clients – Business Partners
Telephone skills :
Russian roulette or managed communication
How what you say influences how they respond
Building on your technical skills