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| Communication and Customer Skills for IT Professionals |
| Vendor Course Code: | BPD |
| Course Length: | 2 days |
| Course Price: | $900.00 plus $90.00 GST = $990.00 inc. GST |
| Availability: | |
| | If your preferred city or time is not currently listed, please call DDLS on 1800 U LEARN (1800 853 276) and we can try to accommodate your needs. |
| Overview: | IT Professionals have a reputation of being poor communicators and non-customer focused. Is this reputation fair? Certainly the industry has changed a lot since this reputation was formed. But with IT now pervading into all parts of an organisation these skills are even more important.
IT staff are required, now more than ever, to communicate with both internal and external customers about technology in a business context. This course will help participants gain an understanding of what is involved in effective communication and how to communicate with customers.
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| Skills Gained: | After completing this course the participant will be able to:
• Understand our Industry and People in it
• Understand why we focus on Technology
• Define effective communication
• Identify the components of Communication
• Communicate effectively with different people
• Identify and Overcome Barriers to communication
• Communicate using technical terms (Jargon)
• Listen effectively and ask effective questions
• Use effective and definitive language and avoid vague words
• Understand Customer Service from an IT perspective
• Identify the skills required for Customer Service
• Manage unrealistic and then exceed customer expectations
• Develop Rapport and Communicate with Customers
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| Key Topics: | • Why are we here?
• Our Industry and Our Focus
• What is Communication? What is Effective Communication?
• The Components of Interpersonal Communication
• Communicating with Different Personalities
• Communication within a Hierarchy
• Barriers to Communication
• Handling Jargon
• Listening & Questioning Skills
• Word Selection & Communication Objectives
• What is Customer Service?
• Core Skills for Customer Service
• Customer Expectations
• Developing Rapport
• Communicating with the Customer
• Handling Customer Problems
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| Target Audience: | Any IT Professional who deals with customers and needs to effectively communicate with others. |
| Prerequisites: | There are no prerequisites for this course. |
