IIT 1030 - Customer Service

 

Course Description:
This course trains students in self-management and soft skills to provide competent professional help-desk customer service and support.

Student Learning Outcomes:

1. The evolution of technical support
2. The components of a successful service desk
3. Different types of customer service and support organization
4. The role and operation of internal and external service desks
5. The role of outsourcing in the support industry
6. The IT incident management process
7. Customer communication technologies and service desk communication tools
8. Benchmarking and individual performance goals
9. Factors that influence the service desk location and layout
10. How to avoid stress factors
11. How to organize work for personal success