Agile Customer Service Management

P703 2 Days 390

This 2-days course will help your teams provide excellent customer service by understanding the core principles and techniques to achieve high customer satisfaction.

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.


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. 

Svetoslav Iliev

Consultant & Trainer

Svetoslav is specializing in Agile Frameworks, Agile Service Management, DevOps, ITIL, and ServiceNow. He has a strong (10+ years) IT Service Management background in large scale organizations, particularly in the areas of transitioning and operating services as well of managing relationship with customers and stakeholders and managing service desk teams.

Anna-Mariya Peeva

Trainer

Anna-Mariya Peeva is a consultant and trainer at ITCE in the field of business skills and business psychology. She holds a Master’s degree in Psychology of Management and is a certified business trainer and mediator, an NLP Practitioner, NLP Practitioner of Coaching and NLP Master Practitioner.

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 customised?

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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