Maximising Customer Satisfaction in a Technical Environment — A 2 day course

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Do you want to understand how your IT role fits in to your organisation?

Do you want to improve the experience that customers have with your team?

People who work within IT environments are usually recruited for their technical expertise. However, increasingly these departments are becoming more and more customer focused - both customers internal to the organisation or external clients.

The workshop is designed to give you a greater understanding of the role IT plays in any organisation and to enhance the customer focus skills necessary in today's competitive business environment.


Delegates will learn how to:


Establish personal objectives for the course

The importance of your job role

What constitutes excellent customer service and experiences?

What makes excellent service face to face and over the telephone?

Structuring a conversation with a customer and the stages in the process

Levels of communication

The importance of using matching techniques

Questioning techniques and listening skills

Projecting a positive, take action attitude

Language and positive reframing

Summarising and closing a call/conversation

The transactional analysis model

Matching language - advanced rapport building

Steps for dealing with challenging customers

When and how to say "enough"

Top telephone tips and techniques

Telephone practise and feedback

Completion of a personal action plan

Publicly scheduled dates, locations, and prices

Select a date to enquire about availability of places. For dates after 26 February 2017, please call 0333 210 0140 or use our contact form to enquire about places and availability.

London — £845 (+VAT)

Manchester — £845 (+VAT)

Suitable For

You will benefit from this course if you work in a technical environment providing services to internal and/or external customers, and want to maximise your impact on delivering customer excellence.