Customer Service Management in IT

Why Attend

This course, designed by Commonwealth Training and Consulting Africa, focuses on enhancing customer service management within the Information Technology (IT) sector. As IT becomes a critical driver of business success, effective customer service plays a key role in maintaining client satisfaction, improving service delivery, and fostering long-term relationships. This program will provide participants with practical tools and techniques to manage IT customer service efficiently, aligning support processes with strategic business goals.

Overview

Course Outline

Schedule & Fees

Course Methodology

Instructor-led training that uses interactive learning methods, including class discussion, small group activities, and role-playing

Course Objectives

Understand the fundamentals of customer service in an IT environment.; Develop strategies for improving customer service performance and client satisfaction.; Manage customer service teams and processes effectively in an IT context.; Implement IT service management best practices, including frameworks like ITIL.; Utilize key customer service metrics to evaluate performance and areas for improvement.; Handle complex IT customer inquiries and technical issues with a customer-centric approach.; Improve communication skills for better interaction with clients and internal stakeholders.; Align IT services with organizational goals to enhance customer satisfaction.; Develop crisis management strategies for IT service disruptions.; Leverage technology to enhance IT customer service operations.

Target Audience

This course is suitable for: IT service managers; IT support team leaders; Customer service professionals in IT companies; Helpdesk supervisors and team members; IT project managers; Technical support specialists; Anyone responsible for managing or delivering customer service in an IT setting

Target Competencies

n/a

Day 1: Introduction to IT Customer Service Management

Definition and role of customer service in IT.
Key differences between IT and non-IT customer service.
Overview of IT service management (ITSM) frameworks.
Setting customer service goals in IT.

Day 2: ITIL and IT Service Management Best Practices

Introduction to ITIL (Information Technology Infrastructure Library).
Key concepts and processes within ITIL.
Implementing ITIL in customer service management.
Case study: Successful ITIL implementation.

Day 3: Communication Skills for IT Customer Service Professionals

Developing strong verbal and written communication.
Tailoring technical information for non-technical clients.
Handling difficult customers and conflict resolution.
Role-playing exercises: Effective communication in IT.

Day 4: IT Customer Service Metrics and Performance Indicators

Introduction to key performance indicators (KPIs) for IT customer service.
How to measure customer satisfaction (CSAT) and net promoter score (NPS).
Analyzing and interpreting customer feedback.
Practical exercise: Developing a KPI dashboard.

Day 5: Managing IT Support Teams

Team structure and roles in IT support.
Leadership and management techniques for IT customer service teams.
Monitoring team performance and providing feedback.
Group activity: Designing an IT support team workflow.

Day 6: Problem Solving and Technical Issue Resolution

Identifying common IT support issues and solutions.
Troubleshooting strategies for IT service desks.
Managing service disruptions and escalations.
Case study: Handling a major IT service outage.

Day 7: Technology in IT Customer Service Management

Utilizing IT service management (ITSM) software tools.
Automating support processes with AI and chatbots.
Role of cloud services and remote support in modern IT service delivery.
Demonstration: Using ITSM tools to streamline support processes.

Day 8: Customer-Centric IT Service Management

Aligning IT services with customer needs and business objectives.
Personalizing IT services for different client segments.
Building long-term relationships with customers.
Interactive session: Developing a customer-centric IT service strategy.

Day 9: Crisis Management in IT Customer Service

Preparing for and managing IT service disruptions.
Communication strategies during crises.
Post-crisis evaluation and improvement.
Case study: Managing a cybersecurity breach.

Day 10: Continuous Improvement and Future Trends in IT Customer Service

The role of continuous improvement in IT customer service.
Emerging trends in IT customer service management (AI, automation, self-service).
Course recap and action planning.
Final project presentation: Developing a strategic IT customer service plan.

$3875

Accra

Country: Ghana

Duration: Two weeks

Date: 03–14 Nov 2025

$4875

Muscat

Customer Service Management in IT

Overview

Course Outline

Schedule & Fees

Course Methodology

Course Objectives

Target Audience

Target Competencies

$3875

Country: Ghana

Duration: Two weeks

Date: 03–14 Nov 2025

$4875

Country: Oman

Duration: Two weeks

Date: 02–13 Mar 2026