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Class Description

Great Internal IT Client Service in an AI World

This class is part of our AI Leadership Series!

User satisfaction comes from great internal client service. This class is specifically designed for individuals and departments that provide services to fellow employees within their company, as opposed to external clients. For example, the Sales, Marketing, Finance and Human Resources groups are clients of the Information Technology (IT) department because IT provides services to these groups.

User satisfaction requires more than only technical ability. It also requires the capability to understand user needs, communicate effectively, properly measure user satisfaction and the ability to create a service-oriented environment.

Course Objectives:

Upon completion of the Great Help Desk and Internal IT Client Service course, students will be able to:

  • Enhance Help Desk and Service Desk service quality and user satisfaction
  • Use influence-related techniques to help manage user behavior
  • Measure and document Help Desk and Service Desk related activities
  • Build a user and best practices library

Key Take-Aways:

  • Insights into internal client service concepts, politics, and best practices
  • How to use AI strategies and technologies to enhance internal client service quality, productivity, and user satisfaction
  • Leadership attributes/processes needed to create a service-oriented environment
  • Specific actionable techniques to enhance your user satisfaction

Duration:

  • One day

Class Topics include:

  • Initial Thoughts on Client Service
    • Definitions
    • Challenges
    • Value of Defining Your Business Function
    • Concierge Client Service (What, Why, and How)
  • The AI / Internal Client Service Connection
    • Assisting Users with AI-Related Issues
    • IT Support and Help Desk Automation Tools and Processes
    • Creating IT and User Documentation
  • Managing Client Expectations
    • Client Wants
    • Resolution, Action, Information, or Promise
    • The “One IT” Concept
    • Moments of Truth
    • Client Expectation
    • Importance of Controlling the Discussion
    • DANCE Expectation Management Framework
      • “D” Define the issue
      • “A” Agree on what needs to be done
      • “N” Negotiate the final outcome
      • “C” Complete the task
      • “E” Ensure the client is satisfied
  • Ways to Say “No”
    • Professional and Organizational Reasons to Say No
    • How to say “No” without saying “No”
  • Influencing Client Behavior
    • The Art of Politics
    • Science of Persuasion
    • VASE: Responding to Upset Clients
    • Actions Causing Client Reaction
  • Managing Client Satisfaction
    • Key Performance Indicators (KPIs)
    • Collecting Needed KPI Data
    • Net Promoter Score (NPS)
    • Customer Satisfaction Score (CSAT)
    • Measurement Processes and Data Types
  • Task Prioritization
    • Client-Oriented Prioritization
    • Project-Oriented Prioritization
  • Documenting Provided Services
    • Issues, Actions, and Results
    • Closing the Ticket
    • Client Preferences, Attributes, and Types
    • Knowledge Creations, Retention, and Sharing
  • Personal and Departmental Development Plan


Great Internal IT Client Service in an AI World
Click on the below date of your choice and register now!
Date(s) Time Zone
Tue, Jun 16, 2026    US Central Time (CST)