As a customer service representative, you are expected to manage customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, participants will explore the background and techniques of customer interactions.
In this course, participants will apply important principles and skills they can use as a customer service professional. In addition to providing basic customer service, participants will also learn important principles and skills they can use to solve difficult and challenging customer interactions, encourage further sales, and take on leadership responsibilities.
This course introduces learners to the management of modern IT-enabled services, provides them with an understanding of the common language and key concepts, and shows them how they can improve their work and the work of their organization with ITIL® (IT Infrastructure Library) 4 guidance.
The pace of evolution in the digital world has never been so fast and organizations need to be flexible and adapt to the ever-changing environment if they want to keep providing value to their customers while remaining competitive in the marketplace. This course adds a new perspective to the ITIL® suite and elevates the discussion around ITIL concepts to a strategic level among business leaders and aspiring leaders. The course focuses on the alignment of digital business strategy with IT strategy.
This course is designed for participants who have already invested in ITIL v3 and provides a straight-forward transition path across to ITIL® v4. They will be recognised their previous achievements while still gaining the up-to-date skills and knowledge needed to navigate the digital service economy. The course provides participants with a deeper understanding of the key concepts of the Service Value System (SVS) which enables successful management of modern IT-enabled services. It also prepares delegates for the certification exam. The course is based on the ITIL 4 SVS featured in the latest 2019 guidelines.
This course covers the 'core' service management activities and expands the current scope of ITIL to cover the 'creation' of services. It focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools. This course will also cover service performance and will give participants an understanding of service quality and improvement methods. The course is based on the ITIL® v4 Service Value System (SVS) featured in the latest 2019 guidelines.
This course covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT-enabled services. The course covers key topics like Service Level-Agreement (SLA) design, multi-supplier management, relationship management, customer and user experience (CX and UX) design, customer journey mapping, and more. It will provide participants with the tools necessary to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.
This course is designed to enable participants to explore how digital operating models and digital organizations function in high-velocity environments. It will help aspiring organizations, to operate in a similar way to successful digitally-native organizations. The course will also provide participants with an understanding of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing. The focus of these practices and technologies is on the rapid delivery of products and services to obtain maximum value. The course is based on the ITIL® 4 best practices and the Service Value System (SVS) featured in the latest 2019 guidelines.
This course provides participants with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. The course covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization's advantage. It also provides participants with a practical and strategic method for planning and delivering continual improvement with the necessary agility. It will cover both practical and strategic elements. Therefore, it is the universal module that will be a key component of both streams, ITIL® 4 Managing Professional and ITIL 4 Strategic Leader. The course is based on the ITIL 4 best practices and the Service Value System (SVS) featured in the latest 2019 guidelines.
Rarely do people realize how essential proper telephone techniques are to business. In this course, participants will learn how to provide great customer care service over the phone as telephone skills are critical to quality customer service. Through effective telephone usage, participants will also learn how to represent their company and satisfy the customers’ needs.