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.


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 build 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


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.)

What is Customer Service and Who Delivers It?

People: Clients and Employees

Processes for Success

Programs and Automation

Consistent, Scalable, Reproducible, Amazing C.S.

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 →

Specialist Certification Pathways

Meets Core requirement:

This class is currently offered on-demand and is scheduled to be taught live starting Feb 15, 2022.
If you enroll in an on-demand course, you can attend future live classes at no extra charge.

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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