This course provides valuable advice on how to improve client service by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey understanding of the customer’s needs. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. Students learn how to identify and resolve conflict, negotiate with customers, develop strategies to better manage time and stress, how to improve customer relationships to reduce conflict and enable service excellence and how to provide accurate documentation for incident reporting. The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services. ITIL certifications demonstrate that professionals are educated in IT Service Management (ITSM) best practices. Aligning IT with the business can save time, reduce waste and help IT avoid costly rework. ITIL concepts are vendor-neutral and address the processes, terminology and methods used in modern IT. This course also prepares the student for the ITIL Foundation v4 and ITIL Operation Support and Analysis certification exams.
Training topics to be covered include:
Essentials in Customer Service
• Rapport Building in Customer Service
• Providing On-site Customer Service
• Providing Telephone Customer Service
• Providing Effective Internal Customer Service
• Facing Confrontation in Customer Service
• Designing a Customer Service Strategy
Customer Service Skills
• Interacting with Customers
• Communicating Effectively with Customers
• Controlling Conflict, Stress, and Time in a Customer Service Environment
• Dealing with Customer Service Incidents and Complaints
• Polishing Your Skills for Excellent Customer Service
ITIL Foundation v4 Edition
• Mentoring ITIL® Foundation: mentors are available to help students with their studies.
• TestPrep ITIL® Foundation: used to test your knowledge on the skills and competencies being measured by the vendor certification exam.
• Introduction
• Key Concepts of Service Management
• Key Concepts
• The Service Value System
• The Service Value Chain
• The Guiding Principle
• General Management Practices
• Service Management Practices (Part 1)
• Service Management Practices (Part 2)
ITIL® 2011 Edition Intermediate Level: Operational Support and Analysis (OSA)
• Introduction to Operational Support and Analysis
• Introduction to Event Management
• Introduction to Incident Management
• Incident Management Interactions
• Introduction to Request Fulfillment
• Request Fulfillment Process Interfaces and Challenges
• Introduction to Problem Management
• Problem Management Process Interfaces and Challenges
• Introduction to Access Management
• Introduction to the Service Desk
• Service Desk Metrics and Outsourcing
• Introduction to Functions
• Function Activities
• Technology and Implementation Considerations
Course Outcomes
Upon the completion of this course, students will be able to:
• Describe the key concepts of creating value with services
• Recognize external factors that influence dimensions
• Define the components of the service value system (SVS)
• Identify ITIL®’s seven guiding principles and how to improve Service Operation performance
• determine Event Management objectives and policies and the approach to handling incidents using Incident Management
• Specify the Incident Management metrics required to investigate an incident, for a given scenario
• Recognize the critical factors for successful Request Fulfillment
• Identify key metrics for measuring the effectiveness of Access Management and different types of user satisfaction survey techniques and tools
• Analyze the critical success factors to meet the challenges and risks involved in implementing Service Operation, for a given scenario
Target Student
The target students for this course consists of individuals who want to develop or refresh their customer service skills; employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® 4 Foundation and the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.
Features
Modality: Self-paced Duration: 77 hours Offered: 24/5 Start Date: On the first Monday of every month Registration Ends: One week before start date Certificate: Yes