- Live class starts: Feb 15, 2022
- Course Code: 5W26
Customer Service for IT Service Providers
Learn how to create a great customer service system for your IT consulting business – and how to hire and train the people you need to make it work.
Description
Great customer service doesn’t just happen. It’s built from the bottom up with great processes, people, and programs. In this course, you’ll learn how to built a system that provides excellent customer service while keeping your company profitable. Most companies don’t design a customer-focused service delivery with intention. We’ll show you how to attract new clients based on your service delivery.
We use a framework that focuses on people, processes, and programs. “People” includes your employees, your clients, and your vendors. And that makes clear why you need to build a customer service system that’s totally consistent with your brand.
It’s critically important that you don’t simply “bolt on” customer service to whatever you’re already doing. Instead, we’ll show you how to create a never-ending loop of brand-building, employee management, and customer management. And we’ll do all this with in a way that maximizes profitability.
And of course, all of this is presented in the context of an IT consulting business.
Additional information
| Topic | Automation, Cloud Services, Entrepreneurship, Financial Processes, Hiring & Training, Managed Services, Management, Marketing, Office Admin, Organize Your Business, Sales, Selling an MSP, Service Agreements, Tools (PSA, RMM, etc.) |
|---|
Karl W. Palachuk
Series Organizer & Principal Instructor
Karl W. Palachuk has built and sold two managed service businesses in Sacramento, CA. He is the founder and president of the Sacramento SMB IT Professionals Group, and author of many books, including The Network Documentation Workbook and Managed Services in a Month.
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Great customer service doesn’t just happen. It’s built from the bottom up with great processes, people, and programs. In this course, you’ll learn how to built a system that provides excellent customer service while keeping your company profitable. Most companies don’t design a customer-focused service delivery with intention. We’ll show you how to attract new clients based on your service delivery.
We use a framework that focuses on people, processes, and programs. “People” includes your employees, your clients, and your vendors. And that makes clear why you need to build a customer service system that’s totally consistent with your brand.
It’s critically important that you don’t simply “bolt on” customer service to whatever you’re already doing. Instead, we’ll show you how to create a never-ending loop of brand-building, employee management, and customer management. And we’ll do all this with in a way that maximizes profitability.
And of course, all of this is presented in the context of an IT consulting business.
Karl W. Palachuk
Series Organizer & Principal Instructor
Karl W. Palachuk has built and sold two managed service businesses in Sacramento, CA. He is the founder and president of the Sacramento SMB IT Professionals Group, and author of many books, including The Network Documentation Workbook and Managed Services in a Month.
See full profile →
- Live, interactive classes
- 5 Consecutive Tuesdays
- Starts: Feb 15, 2022
- Ends: Mar 15, 2022
- 9am Pacific - 50 minutes
- Handouts & Resources
- Full Lifetime Access
Specialist Certification Pathways
Meets Core requirement:
This class will be recorded. Each unit is generally posted within 24 hours of the live class. These recorded units will become the On-Demand class and you’ll have lifetime access to it.
Course Outline
| Module 1 | Class Introduction |
|---|---|
| Unit 1 | Introduction - Preview |
| Unit 2 | Live Class Information |
| Module 2 | Class Content |
| Unit 1 | What is Customer Service and Who Delivers It? |
| Unit 2 | People: Clients and Employees |
| Unit 3 | Processes for Success |
| Unit 4 | CS programs and automation |
| Unit 5 | Consistent, Scalable, Reproducible, Amazing Customer Service |
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