Detailed Seminar Outlines

S03E Client Services for IM/IT Professionals

For more information contact seminars.institute@pwgsc.gc.ca or call (819) 956-2271.

• Language
• Seminar Description
• Instructor
• Audience
• Location
• Schedule
• Time
• Cost

Language(s)
English and French

Seminar Description
This facilitated session will enhance your ability, as an IM/IT professional, to provide excellent service to your customers in a way that - deals with your issues in a forward looking manner, allows for openness and honest dialogue and identifies a clear path forward for the key topics and issues.

What You Will Learn -

• Improve your customer relationships
• Reduce stress in your interaction with customers
• Create a practical action plan to implement the Six IT Customer Service Competencies
• Enjoy a more rewarding and satisfying job experience
• An introduction to Customer Relationship Management (CRM) concepts

Workshop Content -

• New rules of customer service
• The IM/IT competency matrix
• Three foundations of customer satisfaction - The internal customer, The exceptional customer attitude, Customer friendly systems
• Setting service priorities
• Handling complaints
• Recovering customers
• The five-step problem solving model
• Personal action plan development
• Intro to Customer Relationship Management

Unique Workshop Feature: Explores how your personal behavioural style influences your dealings with your clients.

Instructor
Dave Neely spent 18 years with IBM Canada in the Customer Service Department. He specializies in delivering customized in-house presentations to large and small organizations, in both public and private sectors. His passion and enthusiasm ensure that you leave this workshop energized and ready to apply the new concepts you have learned. Dave also has an undergraduate degree in psychology.

Audience

• Help desk and support staff
• Managers and supervisors
• Anyone with direct customer contact

Location

Place du Portage, Phase III
Tower B - 1E
11 Laurier St.
Gatineau, Quebec
Room 811 (February 23-24, Room 812)

Schedule

Time
8:30 am to 4:00 pm

Cost
$675 (2 days)