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July 4 12:36 PM


Customer Service for IT Professionals Training Class:

  • Ways to Train:
  • Live Classroom
    Class is delivered at a Centriq location with a live instructor actually in the classroom.
  • Live Virtual Class
    Class is delivered live online via Centriq's Virtual Remote technology. Student may attend class from home or office or other location with internet access.
  • HD Class
    Class is delivered via award winning HD-ILT at Centriq's facility. Students view the live instructor utilizing a 60'' HD monitor.
  • Ways to Buy:
  • Retail
    Class can be purchased directly via check, credit card, or PO.
  • CV Centriq Vouchers
    Class is available for students using Centriq Vouchers.
  • CP Centriq Choice Pass Eligible
    Class is available to students utilizing Centriq Choice Pass program.
Start Date End Date Duration Days Start Time End Time Time Zone Location Ways to Train Ways to Buy Price
07.07.22 07.08.22 2 Days TH-F 8:30AM 4:00PM Central Virtual Only Live Virtual Classroom Cash CV Centriq Vouchers $998.00
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A standard for any IT professional responsible for assisting others. This class focuses on decision making, communicating successfully with a client, determining the client's specific needs, and writing for the end user. This class has been updated to reflect the latest in support industry trends, especially the use of Web and email based support. For those considering entering the field, alternate career paths for user-support workers are described.


The primary audience for this course is as follows:

  • IT Support Professionals
  • Help Desk Support
  • Service Desk Management


The knowledge and skills that a learner should have before attending this course are as follows:

  • Students should be able to cite examples of personal and professional experiences
  • Classroom participation and discussion is expected

Course Completion

Upon completing this course, the student will be able to meet these overall objectives:

  • Improve your communications, influence, problem solving & decision making skills
  • Understand and practice different methodologies as tools to use as a persuasive communicator
  • Develop a profile and action plan to assesses your relationships and leadership skill sets
  • Relate your professional experiences into the classroom environment through exercises and activity

View the Customer Service for IT Professionals Training Course Outline

Customer service basics

  • First Impressions
  • Courtesy
  • Attitude
  • Ethics
  • Phrases to use

Customer service - Effective Communication

  • Say What You Mean
  • Nonverbal communication
  • Grammar
  • Asking the correct questions / answering the questions correctly
  • When the customer says no
  • Active listening
  • Phrases to use

Customer service - Relationship Building

  • Establishing Rapport
  • Interacting positively with customers
  • Identifying customers' needs
  • Making the customer feel valued
  • Maintaining ongoing relationships
  • Handling different types of customers

Customer service - Face-to-Face Contacts

  • Saying hello
  • Helping the customer
  • Saying goodbye

Customer service - Telephone contacts

  • Listening carefully
  • Saying hello
  • Helping the customer
  • Saying goodbye
  • Phrases to use

Customer service - E-customer contacts

  • Expectations
  • Being accessible
  • E-mail communication
  • Cross-cultural etiquette
  • Social media interactions

Customer service - Self-service contacts

  • Saying hello
  • Looking for opportunities to help
  • Saying good-bye

Customer service - Difficult customer contacts

  • Determine the reason
  • Identify the root cause
  • Rectify the situation
  • Restore the relationship
  • Fix what needs to be fixed
  • Phrases to use
  • Troubleshooting - Analysis
  • Information resources
  • Requirements gathering
  • Feedback
  • Testability
  • Completeness

Troubleshooting - Critical thinking

  • Assumptions
  • Fallacies
  • Strategies

Troubleshooting - Common problems

  • Installations
  • Configurations
  • Malfunctions
  • User error
  • Documentation
  • Operations
  • The Service Desk
  • Structure
  • Roles
  • Incident Management
  • Call management
  • Problem management
  • Metrics

Technical writing - basics

  • Techniques
  • Email
  • Software documentation
  • Presentations
  • Meeting agendas
  • Peer reviews

Technical writing - describing an incident

  • Common data entry
  • Repeatability
  • Too much information
  • Too little information
  • Scenario description
  • Other significant information

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