Table of Contents
Overview
In today`s dynamic and digitalizing world having an excellent product or software is not the sole requirement for success. Whatever you produce or the services you provide your customer will always need your help and support. Did you do enough to address the issue your customers have? This is where the customer support becomes vital.
Customer service is not a separate part of your business but an integral part of every product or service. Customers define it as a critical indicator for how much they are valued. Awesome product combined with awesome support will activate your best advocates and salespersons – your customers!
But what makes customer service agile? It means more than just a framework or methodology for service management. It is a set of principles and values. It means emotional intelligence and cultural change. Get in your customers` shoes and experience their feelings interacting with your own product or service. Find the core source of the value you bring to your customer by experiencing the same journey and applying Design Thinking approach in meetings their needs.
Understanding of the Agile Principles
Understand and learn how to apply Agile principles to your everyday work within the organization and with the customers.
Customer service at its finest
Understand the importance of managing yourself before and while interacting with your customers.
Be The Customer
Understand the customer journey map and apply emotional intelligence. Feel what your customers feel so you can face their needs.
For Closed Groups Only
By delivering this training for closed groups only, we can make sure to discuss work scenarios, encourage team work, and clarify specific roles and responsibilities in the team if there is such a need. Contact us for a free consultation on how to make the most out of your training!
Instructors
Meet our team of certified trainers who are here to help you master your knowledge and practices of Agile and provide guidance for Agile projects and way of working.
Светослав Илиев
Старши Консултант и Трейнър
Светослав специализира в Agile Frameworks, Agile Service Management, DevOps, ITIL, и ServiceNow. Той има богат опит (10+ години) в управлението на ИТ услуги в големи организации, с фокус върху внедряването и оперирането на услуги, както и на управлението на взаимодействие с клиенти, заинтересовани страни и управлението на service desk екипи.
Светослав Илиев
Светослав специализира в Agile Frameworks, Agile Service Management, DevOps, ITIL, и ServiceNow. Той има богат опит (10+ години) в управлението на ИТ услуги в големи организации, с фокус върху внедряването и оперирането на услуги, както и на управлението на взаимодействие с клиенти, заинтересовани страни и управлението на service desk екипи.
Анна-Мария Пеева
Tрейнър
Анна-Мария Пеева е консултант и инструктор в ITCE в областта на бизнес уменията и бизнес психология. Анна-Мария притежава магистърска степен по управленска психология, сертифициран медиатор, NLP master practitioner и NLP practitioner of coaching.
Анна-Мария Пеева
Tрейнър
Анна-Мария Пеева е консултант и инструктор в ITCE в областта на бизнес уменията и бизнес психология. Анна-Мария притежава магистърска степен по управленска психология, сертифициран медиатор, NLP master practitioner и NLP practitioner of coaching.
What you’ll learn
DAY 1
- Understanding Customer Service as a concept
- Value Stream Mapping and Customer Journeys
- Overview of the most common Service Management frameworks:
- ITIL®, incl. Incident, Problem, Change and Knowledge Management (and more)
- Agile Delivery with Scrum and Kanban
- DevOps – become one team
- Agile Team`s Culture and Service Mindset
DAY 2:
- Managing Myself:
- Self-Talk Cycle
- Basics of Managing Emotions
- Thinking Traps
- Personal Credibility
- Managing the Interaction
- Managing Conflicts
- Cultural Awareness
- Giving Feedback
ITIL® is a registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Frequently Asked Questions
Who should attend?
This course is designed for anyone with any kind of customer interaction or with customer support/relationship role.
We typically see a mix of different roles attending:
• Customer support representatives: service desk agents, 2nd and 3th level agents, field support, etc.
• Business analysts, project managers
• Product managers, Product Owners, QAs, agile practitioners
• Sales persons, HR representatives, Business Representatives
Are there any prerequisites for the training?
There are no fixed prerequisites for attendance.
Can the training be customized?
The training can also be custom tailored to the needs of specific organization and delivered to a closed group of team(s). Depending on the roles of the participants the focus of the course can be around specific disciplines.
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