Vi ste ovdje
Overview/Description
This Challenge Series explores the options CSAs have at their disposal to manage customer expectations by recognizing which techniques and approaches are appropriate for a given situation.
Expected Duration (hours)
0.2
Lesson ObjectivesDetermining Proper Expectation-management Techniques
Overview/Description
Customers have the power â the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.
Target Audience
Professionals in non-managerial roles who wish to enhance their skills and knowledge in customer focus
Expected Duration (hours)
0.2
Lesson ObjectivesDeveloping Your Customer Focus
Overview/Description
Planning for disaster is important for all companies. This Business Impact explores the communications aspect of disaster recovery.strategies for holding on to top performers.
Expected Duration (hours)
0.1
Lesson ObjectivesDisaster Recovery - Keeping the Lines Open
Overview/Description
Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.
Target Audience
Managers and leaders who want to develop their skills for approaching and...
Overview/Description
Do you know who your customers are? In a customer-focused company, everyone knows they are responsible for excellent external customer service, but who meets the needs of internal customers? Whether you realize it or not, when you do things to help other people within your company do their jobs better, you are providing internal customer service. Internal customer service occurs every time you or a colleague requires information or a service from someone else within the company, and the quality of that service often has a huge impact on the overall quality of service...
Overview/Description
IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL®, Continual Service Improvement (CSI) is a stage of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the IT services they offer their customers. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the...
Overview/Description
IT organizations must manage their day-to-day service operation according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL®), Service Operation is a stage of the Service Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners understand Service Operation within the Service Lifecycle. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned...
Overview/Description
Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies. This course will assist the learner in preparing for...
Overview/Description
IT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL®, Service Design is a stage of the Service Lifecycle that helps IT organizations create the design specifications to provide these IT services. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Target Audience
For...
Overview/Description
IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a Registered...
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