Customer-Centric Approach

Learn to develop IT service strategies that revolve around enhancing the customer experience, leading to increased satisfaction and loyalty.

Business Impact

Discover how aligning IT services with customer needs can drive business growth and success.

Practical Skills

Acquire the skills needed to effectively deliver IT services that meet customer expectations and enhance overall business outcomes.

About the Course

Join us in this course designed to help IT professionals like you master the art of developing and delivering IT service strategies that prioritize customer satisfaction. Learn how to align IT services with customer needs, enhance the overall customer experience, and achieve better business outcomes. Take the first step towards transforming your IT service approach today.

Meet Your Instructor, IT Expert

I'm Nora Osman, and I'm passionate about helping IT professionals excel in delivering exceptional service strategies that drive business growth. With 25+ years of experience in the technology services industry, I'm excited to share valuable insights and practical knowledge to empower you in mastering IT service strategies for customer satisfaction.

Course Curriculum

6 Chapters · 62 Lessons

  1. 1

    Welcome to the Masterclass!

    1. (Included in full purchase)

      Welcome to the Masterclass!

  2. 2

    Intoduction

    1. (Included in full purchase)

      Masterclass on Customer-Centric Service Management_Course Intro_Nora Osman

    2. (Included in full purchase)

      Masterclass on Customer-Centric Service Management_Course Section Intro_Nora Osman

  3. 3

    Section 1 - Building the Foundation

    1. (Included in full purchase)

      Masterclass_Section 1 Intro

    2. (Included in full purchase)

      Masterclass_Lesson1_module1- Why Service Management Matters

    3. (Included in full purchase)

      Masterclass_Lesson2_module1- Who is the Business

    4. (Included in full purchase)

      Masterclass_Lesson3_module1- Capturing Customer Needs

    5. (Included in full purchase)

      Masterclass_Lesson4_module1- Measuring what matters- Metrics and KPI-s

    6. (Included in full purchase)

      Masterclass_Lesson5_module1- Capturing the VOC-Voice of the Customer

    7. (Included in full purchase)

      Masterclass_Lesson6_module1- Understanding the _Zero to Hero_ Moments

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      Masterclass_Lesson7_module1- Training and its different forms

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      Masterclass_Lesson8_module1- Defining the Service Desk Function

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      Masterclass_Lesson9_module1- Defining Your Simple_ Solid_ Scalable Strategy

    11. (Included in full purchase)

      Masterclass_Lesson10_module1- Designing ACDs_ IVRs_ and VRUs

    12. (Included in full purchase)

      Masterclass_Lesson11_module1- The Role of Knowedge base and Knowledge sharing

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      Masterclass_Lesson12_module1- Operations vs. Projects

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      Masterclass_Lesson13_module1- Communicating with your Teams _ Other Teams

    15. (Included in full purchase)

      Masterclass_Lesson14_module1- Why Performance _ Excellence Matter

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      Masterclass_Lesson15_module1- What Motivates Individuals

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      QUIZ: Building the Foundation

  4. 4

    Section 2- Connecting with Customers & Teams

    1. (Included in full purchase)

      Masterclass_Section 2 Intro

    2. (Included in full purchase)

      Masterclass_Lesson1_module2- Why Customer-Centric Culture Matters

    3. (Included in full purchase)

      Masterclass_Lesson2_module2- How to Learn the Business

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      Masterclass_Lesson3_module2- Assigning work_ Ensuring it gets delivered

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      Masterclass_Lesson4_module2- Engaging the Team- Action Planning

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      Masterclass_Lesson5_module2- Cultivating the Right Attitude

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      Masterclass_Lesson6_module2- Empowering the Team

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      Masterclass_Lesson7_module2- Planning and Communicating

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      Masterclass_Lesson8_module2- Centralized_Decentralized Operations

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      Masterclass_Lesson9_module2- Integrating Solutions

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      Masterclass_Lesson10_module2- Designing Self-Service Portals

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      Masterclass_Lesson11_module2- Critical Elements of the Knowledge Process

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      Masterclass_Lesson12_module2- Coordination of Workload

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      Masterclass_Lesson13_module2- Customizing Communications to your Customers Part 1

    15. (Included in full purchase)

      Masterclass_Lesson13_module2- Customizing Communications to your Customers Part 2

    16. (Included in full purchase)

      Masterclass_Lesson13_module2- Customizing Communications to your Customers Part 3

    17. (Included in full purchase)

      Masterclass_Lesson13_module2- Customizing Communications to your Customers continued

    18. (Included in full purchase)

      Masterclass_Lesson14_module2- How to Measure Performance

    19. (Included in full purchase)

      Masterclass_Lesson15_module2- The Role of Exploration and Experimentation

    20. (Included in full purchase)

      Masterclass_Lesson16_module2- Ways to Celebrate Team_Group Success

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      QUIZ: Connecting With Customers & Teams

  5. 5

    Section 3- Driving Performance & Innovation

    1. (Included in full purchase)

      Masterclass_Section 3 Intro

    2. (Included in full purchase)

      Masterclass_Lesson1_module3- Why Simplicity Matters

    3. (Included in full purchase)

      Masterclass_Lesson2_module3- Getting and Keeping a Seat at the Table

    4. (Included in full purchase)

      Masterclass_Lesson3_module3- Discovering Gaps along the Way

    5. (Included in full purchase)

      Masterclass_Lesson4_module3- Continuously Changing

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      Masterclass_Lesson5_module3- Agile Improvements

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      Masterclass_Lesson6_module3- Acknowledging the Effort

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      Masterclass_Lesson7_module3- Evolving the Plan

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      Masterclass_Lesson8_module3- Insourced Vs Outsourced

    10. (Included in full purchase)

      Masterclass_Lesson9_module3- Aligning to the Process

    11. (Included in full purchase)

      Masterclass_Lesson10_module3- Designing Chatbots (Virtual Assistants) _ Live Chat

    12. (Included in full purchase)

      Masterclass_Lesson11_module3- Pivoting to Fire Prevention vs Fire Fighting (1)

    13. (Included in full purchase)

      Masterclass_Lesson12_module3- Keeping a Customer-centric Mindset

    14. (Included in full purchase)

      Masterclass_Lesson13_module3- The Effective Vs Efficient Balance

    15. (Included in full purchase)

      Masterclass_Lesson14_module3- How to Incentivize Excellence

    16. (Included in full purchase)

      Masterclass_Lesson15_module3- Championing Creativity

    17. (Included in full purchase)

      Masterclass_Lesson16_module3- Keeping the Fire Ignited!

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      QUIZ: Driving Performance & Innovation

  6. 6

    Section 4- Sustaining Excellence & Celebrating Success

    1. (Included in full purchase)

      Masterclass_Section 4 Intro

    2. (Included in full purchase)

      QUIZ: Sustaining Excellence & Celebrating Success

    3. (Included in full purchase)

      Masterclass Feedback Survey

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