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Maximizing User Satisfaction
Duration
1 Day
Course
ITMG-104
Available Formats
Classroom Training, Online Training
Course Description
Overview
User satisfaction comes from great internal client service. This class is specifically designed for individuals and departments that provide services to fellow employees (within their company), rather than to external clients. For example, the Sales, Marketing, Finance and Human Resources groups are clients of the Information Technology (IT) department because IT provides services to these groups.Objectives
Audience
- IT Managers
- New IT Managers
- Soon to be IT Managers
Topics
- What is internal client service?
- Why is the concept of internal client service important?
- Characteristics of poor, good and great internal client service
- Ideal internal client service vs. realistic internal client service
- Prioritizing your resources because all internal clients are not created equal
- Importance of meeting deadlines, ongoing communication and follow up
- Being proactive vs. reactive
- The difference between client service and relationship management
- Developing processes that facilitate efficient service
- Ways to efficiently communicate with your internal clients
- Measurement: If you can't measure it, then you can't monitor it or improve it
- Ways of showing service ownership
- Measuring internal client satisfaction
- Your group has too many requests to make all your clients happy. What do you do?
- One senior manager is over-using your team's resources. What do you do?
- Quiz-type questions to help you assess your understanding of the material
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Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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