What: "IT Professionals' are increasingly working in customer services roles where their technical excellence in indisputable. It's additionally important to learn how to effectively communicate with customers (and some of those customers may be challenging to deal with).
Demand for customer service skills in the IT field is on the rise. Customer support is not just about solving technical problems. Internal and external customers expect excellent communication and a helpful friendly service along with the technical expertise.
This half-day course is designed for IT Professionals who want to learn how to effectively communicate with customers while under pressure to simultaneously solve problems and enhance customer relationships.
We cover best practice communication by telephone, face to face and email in a technical support environment. You will learn how to successfully overcome the inevitable challenges presented when guiding someone through a technical issue, often under pressure, to enhance performance and business reputation with your customers (internal and external). You will also learn essential survival strategies for dealing with difficult calls."
When: April 12th, 2016 1-5pm
Where: CBD Office, Executive Boardroom, Level 4, 17 Albert Street, Auckland
More info: Full details available from Institute of IT Professionals