1 / 8

Introduction to IT Professional communication

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

mattox
Télécharger la présentation

Introduction to IT Professional communication

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Introduction to IT Professional communication

  2. Textbook Course Intro A Guide to Customer Service Skills for the Service Desk Professional Third Edition Donna Knapp

  3. Course duration Monday April 27, 2014 To Wednesday May 7, 2014 6:00PM to 10:00 PM Course Intro

  4. 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

  5. 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

  6. 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

  7. 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

  8. Introduction Questions

More Related