INTRODUCTION TO IT PROFESSIONAL COMMUNICATION

TEXTBOOK

Course Intro 2

A Guide to Customer Service Skills for the

Service Desk Professional

Third Edition

Donna Knapp

Course Intro 3

COURSE DURATION

Monday April 27, 2014

To

Wednesday May 7, 2014

6:00PM to 10:00 PM

Course Intro

COURSE OUTLINE

• Chapter 1

• Devoted to a discussion about the evolving role of the service desk and the dynamic nature of customer expectations.

• Chapters 2 through 6

• Explore in detail the soft skills needed for a successful career in customer support.

• Techniques introduced include listening and communicating, handling telephone calls, technical writing, handling difficult customer situations, and solving and preventing problems.

4

Course Intro

COURSE OUTLINE

• Chapter 7

• Explores the basic business skills commonly needed for analysts as well as the more advanced skills used by senior technical professionals, team leaders, supervisors, and managers.

• Chapters 8 and 9

• Devoted to self-management skills, including being part of a team, minimizing stress, avoiding burnout, and effectively managing your time.

5

Course Intro

GRADING

• GRADING

• Test 40%

• Labs 50%

• Class Participation and attendance10%

•  SCALE

• A = 100- 90

• B = 89-80

• C = 79-70

• D = 69-60

• F = below 60

6

Course Intro

INSTRUCTOR BACKGROUND

• Andy Marsiglia, CCP (Certified Computing Professional)

• Email: andy@andymars.com

• BBA Accounting, MBA

• Active in IT industry since 1969

• Lamar Univ , Colorado Free Univ: IT Instructor

• Unisys Corporation: Mainframe Business Analyst, IT Trainer, & Sales Manager

• InterVoice Corp: Voice Response System (VRU) Analyst & Trainer

• National CineMedia: Business Analyst & Project Manager

• RealPage, Inc: Applications Analyst

• Consolidated Data Systems: Mainframe Business Analyst 7

INTRODUCTION QUESTIONS