Customer Service and Troubleshooting Skills for ITIL Based Service Desks
(DESKITIL, Live Instructor-Led Training, 3 days)


Effective IT customer service can define how both internal and external clients see your organization. In today’s challenging workplace, good IT customer service can increase productivity and can motivate staff to go beyond the strict essentials or their job. In the same way, bad customer service can lead to a loss of productivity that can affect every aspect of an organization’s operations. This SETC certified course equips the service desk professional with best in class methodologies and practices in the art and science of customer service. In addition this course provides participants with a comprehensive exploration of key troubleshooting skills and methods as they apply in a complex IT environment. Give your staff the skills they need to manage incidents and troubleshoot problems with this eminently practical SETC certified course.

Dates and Pricing

Jan 10 to Jan 12, 2018$1,675/person Feb 7 to Feb 9, 2018$1,675/person Mar 7 to Mar 9, 2018$1,675/person


Introducing Customer Service
Common Mistakes in Providing Customer Service
Developing a Customer Focussed Philosophy
Who are our Clients?
Internal Clients versus External Clients
What goes into Good Customer Service?
The Cost of Bad Customer Service
Understanding Personality Types
Towards a Common Vision
Understanding Yourself: Personality Types
Understanding our Assets: Knowledge and Skills
Rewards and Consequences
Essential Skills for Customer Service
Emotional Management
How to Provide Service
The Art of Communication and the Sharing of Knowledge
Challenges of a Multicultural and Multilingual Workplace
The Keys to Effective Team Work
Striking a Balance between Operations and Management
About Managing Stress
About Managing Time
Striking a Balance in your Personal and Professional Life
Dealing with Difficult Clients
About Conflict
The Categories of Conflict
Managing Anger
Managing Difficult Behaviours
Mastering the Difficult Client
Concrete Techniques for Managing Difficult Behaviours
Essential ITIL Concepts for IT Professionals
Core Definitions
The ITIL Lifecycle
Integrating Processes, Products, People and Partners
The Service Desk and its Responsibilities
How to Manage Incidents
When an Incident becomes a Problem
How to Manage Problems
About Service Provision and Improvement
The Art of Troubleshooting
Standards in Practice
About Service Level Agreements (SLAs)
Understanding the Role of a SLA
A Discussion on Service Quality
How to Continually Improve Service Quality
The Art of Troubleshooting
Troubleshooting from the Ground Up
Popular Troubleshooting Methodologies
Differentiating Symptoms and Causes
Generating Potential Solutions
Choosing a Solution and Planning its Implementation
Implementing a Solution
Tracking the Solution’s Effectiveness
Lessons Learned
A Practical Troubleshooting Lab