In-person seminar: IT SERVICE COMMUNICATION FOR TECHNICIANS

Communicate simply – build sustainable relationships
The IT service business is changing. And with it, the demands on customer communication are also changing. This starts with the hotline and certainly doesn't end with the technician. Wherever employees interact with customers, it's not just about the information itself, but about important steps in building relationships. Whether it's answering calls, processing tickets, or holding project meetings: everyday communication with customers in IT service is becoming increasingly important. At the same time, system house managers are also experiencing the following situations:

• Your technicians do good and reliable work in terms of content, but conversations with customers are often a challenge for them.
  
• The information gathered during call acceptance is incomplete, or your technicians immediately delve into the solution without having gathered all the necessary information beforehand. 
• Upset customers are regularly referred to the team leaders or managing directors, as no one can calm the customer down.
• Your technicians tend to avoid supposedly difficult customer conversations.

Implementation and process

Workshop training means: All participants are actively involved; exercises and the respective topics and questions are given ample time!
Each workshop training includes theoretical knowledge as well as practical exercises for the participants.
In individual sections, specific solutions are developed for the participants, which can be directly integrated into their workflows. The timing of the individual steps is determined situationally, taking into account the details to be developed as well as the experience and skills of the participants in the respective group.

– The training takes place on one day from 9:00 am to 5:00 pm.
– Input from the trainer is combined with exercises and practical examples.
– The team can intensively examine their own practical situations and processes.

Training content:
– Presentation of the daily agenda, the work framework, the methods and the schedule
– Brief introduction of trainers and participants, clarification of expectations,
– Recording previous communication experiences

Basics of Service Communication
• Levels of communication
• Fine tuning – transmitter and receiver
• Typology: who do I pick up and how?
• Stumbling blocks and communication killers
• Practical exercise: Top phrases for IT service phone calls

Your style, your business card on the phone:
• Building relationships and first impressions
• Body language, voice, and appropriate word choice
• The 10 basic rules for telephone use
• Practical exercise on applying basic knowledge

Active conversation management during call answering
• Questioning and argumentation techniques
• Document in a traceable and billable manner (
• Soap opera is not a musical – and HTC…?

Tricky: Difficult conversation situations and stressed conversation partners
• Recognize conflicts and confidently address objections
• Fit for the turnaround – satisfied customers
• Practical exercise with concrete work examples

Target audience
Technicians, service staff and call center employees

Documents
Following the seminar, participants receive a package of materials including the script, exercises, and checklists for further study and application of the seminar content. 

Cost
The seminar costs €299.00 per participant.

certificate 
After the seminar, all participants will receive their certificate of participation digitally.

Catering:
The seminar fee includes full board including lunch, coffee breaks and conference drinks.

Lecturer
Kristin Dethloff is the managing director, consultant, and trainer of UBEGA GmbH. She has been closely associated with IT system houses since 2012.
Until the end of 2017, the business administration graduate worked for the Berlin-based systems house NETFOX AG, where she gained extensive experience and a deep appreciation for the systems house business from many perspectives. Since then, Kristin Dethloff has been supporting IT companies in developing processes and organizational structures. As a trainer, she combines practical experience with communication expertise, equipping her participants with practical and readily applicable communication tools.

Participant voices
„"Excellent seminar! The instructor was very adept at addressing the diverse target group. Neither theory nor practice was neglected. Particular attention was paid to the individual situations of participants and specific questions. Highly recommended for anyone who wants to become more aware of the many facets of communication."“
Coretress GmbH Cologne

“Thank you again for the very informative and superbly designed seminar on IT service communication. The presentation was very well structured and, in my opinion, also very practical. There was plenty of time for questions from everyday situations, and every question received a very qualified answer.„
IT system house Ruhr area Witten

„"The training was very enriching overall. The instructor's friendly and competent manner was particularly impressive; she conveyed complex content in an understandable and application-oriented way.".
The provided follow-up material is an excellent resource for reinforcing what was learned. No further suggestions for improvement – I am very satisfied with the structure and content of the training.“
Stefan Schneider, Equada GmbH

„"The course positively surprised me, especially due to its clear focus on the importance of the relationship level in communication and the awareness of one's own communication and behavioral patterns. I found the mix of input and practice/interactive elements to be successful. This meant that the topics didn't remain purely theoretical but could be applied practically right away. The psychoeducational component was a nice bonus and well-balanced – not overwhelming, but substantial."“
Roman Veselý, procado Consulting, IT & Media Service GmbH