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Introduction to IT Professional communication. Textbook. A Guide to Customer Service Skills for the Service Desk Professional Third Edition Donna Knapp. Course duration. Monday April 27, 2014 To Wednesday May 7, 2014 6:00PM to 10:00 PM. Course outline. Chapter 1
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Textbook Course Intro A Guide to Customer Service Skills for the Service Desk Professional Third Edition Donna Knapp
Course duration Monday April 27, 2014 To Wednesday May 7, 2014 6:00PM to 10:00 PM Course Intro
Course outline • Chapter 1 • Devoted to a discussion about the evolving role of the service desk and the dynamic nature of customer expectations. • Chapters 2through 6 • Explore in detail the soft skills needed for a successful career in customer support. • Techniques introduced include listening and communicating, handling telephone calls, technical writing, handling difficult customer situations, and solving and preventing problems. Course Intro
Course outline • Chapter 7 • Explores the basic business skills commonly needed for analysts as well as the more advanced skills used by senior technical professionals, team leaders, supervisors, and managers. • Chapters 8 and 9 • Devoted to self-management skills, including being part of a team, minimizing stress, avoiding burnout, and effectively managing your time. Course Intro
Grading • GRADING • Test 40% • Labs50% • Class Participation and attendance10% • SCALE • A = 100- 90 • B = 89-80 • C = 79-70 • D = 69-60 • F = below 60 Course Intro
Instructor Background • Andy Marsiglia, CCP (Certified Computing Professional) • Email: andy@andymars.com • BBA Accounting, MBA • Active in IT industry since 1969 • Lamar Univ, Colorado Free Univ: IT Instructor • Unisys Corporation: Mainframe Business Analyst, IT Trainer, & Sales Manager • InterVoice Corp: Voice Response System (VRU) Analyst & Trainer • National CineMedia: Business Analyst & Project Manager • RealPage, Inc: Applications Analyst • Consolidated Data Systems: Mainframe Business Analyst Course Intro