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.
Svetoslav Iliev
Senior Consultant & Trainer
Svetoslav Iliev is a consultant, coach, and trainer at ITCE, specializing in Agile Frameworks, Agile Service Management, DevOps, ITIL, and ServiceNow. With over 10 years of experience in IT Service Management in large-scale organizations, Svetoslav has a strong background in transitioning and operating services, managing relationships with customers and stakeholders, and leading service desk teams.
Svetoslav Iliev
Svetoslav holds several industry certifications, including SAFe SPC (SAFe Practice Consultant), PMI ACP® – Agile Certified Practitioner, Professional Scrum Master (PSM I), Professional Scrum Product Owner (PSPO I), SAFe 6.0 Agilist, SAFe 6.0 Scrum Master, SAFe 6 Product Owner/Product Manager, ITIL Foundation® and more.
He is dedicated to helping organizations and teams succeed in their digital transformation journeys through consulting and training on Agile and DevOps practices.
In his role as a consultant, Svetoslav has led successful digital transformation initiatives, helping organizations to adopt Agile and DevOps practices and improve their IT service delivery. As a coach and trainer, he has worked with teams to improve their Agile way of working, increase productivity, and deliver better value to their customers.
Svetoslav’s expertise extends to enterprise software platforms like ServiceNow, where he helps clients optimize their IT service management processes and align them with Agile and DevOps principles.
Certifications
- PMI-ACP ® – Agile Certified Practitioner
- SPC (SAFe Practice Consultant)
- SAFe 6 Agilist
- SAFe 6 Scrum Master
- SAFe 6 Product Owner/Project Manager
- SAFe for Teams 6
- Professional Scrum Master I
- Professional Product Owner II
- ITIL® Foundation 4
- “DAT207x: Analyzing and Visualizing Data with Power BI”
- ServiceNow Micro–Certification – Application Portfolio Management
- HP Service manager Essentials
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.
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 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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