Communication and Customer Skills for IT Professionals

Dimension Data Learning Solutions
Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey, Australia

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' 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.


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

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

...''

Elements of this syllabus are subject to change.

Phone:13 12 01 / 08 8236 8200

School Address:

Level 7
553 Hay St
Perth WA 6000

Level 4, PKF House
139 Frome St
Adelaide 5000

Level 10, Thakral House
301 George St
Sydney 2000

Level 3, Dimension Data Building
11-17 Dorcas St
South Melbourne 3205

Level 12
307 Queen St
Brisbane 4000

Jobs & Resumes: Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey
Houses & Roommates: Adelaide, Brisbane, Canberra, Melbourne, Perth, Syndey
Travel Agencies: Brisbane, Melbourne, Perth,

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