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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 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


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 Palachuk smiling at you

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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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 1Class Introduction
Unit 1Introduction  - Preview
Unit 2Live Class Information
Module 2Class Content
Unit 1What is Customer Service and Who Delivers It?
Unit 2People: Clients and Employees
Unit 3Processes for Success
Unit 4CS programs and automation
Unit 5Consistent, Scalable, Reproducible, Amazing Customer Service

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