In an environment of shrinking budgets and increasing demand for technology and automation, effective customer service skills are critical for IT support professionals to build trust and deliver reliable support. This Academy workshop comprises three targeted sessions designed to equip participants with practical tools and strategies to take the quality and efficiency of customer interactions in your service organization to the next level.
Session 1: Mastering the Art of Exceptional Customer Care
Instructor – Heather Romanski
As more technology and automation are introduced into the Higher Education landscape, the demands on the IT department continue to increase. It is more important than ever to provide exceptional customer care – not just customer service. In this session, we’ll talk about the difference between the two, ways to strengthen relationships with stakeholders, understanding your customer’s needs and effectively troubleshooting and resolving issues.
- Effective communication strategies – active listening, positive language and empathy
- Building relationships with your customers
- Identify practical, easy to implement strategies to improve your ability to connect with customers
Session 2: Climbing the PEAK of Customer Service
Instructor – Becky Klein
In our second session, participants will dive into the PEAK customer service model—Partnership, Excellence, Attitude, and Knowledge. Through role-play, group discussions, and practical exercises, attendees will experience the dynamics of both IT support and user perspectives. Participants will continue to work on developing their customer service skill set and learn to:
- Apply effective communication techniques suited to diverse audiences
- Foster internal collaboration to strengthen support services
- Adopt a positive mindset that enhances user interactions
- Simplify complex technical information for non-technical audiences
Session 3: Elevating Customer Support with GenAI
Instructor – Miranda Carney-Morris
This session explores the use of generative AI to improve customer service efficiency in IT support. Participants will practice creating clear, user-centered content, templates, and guides with GenAI tools while adhering to institutional standards and values. We’ll also explore key topics including:
- Customizing AI prompts to align with institutional goals and service level agreements
- Crafting knowledge base articles and templates that reflect the institution’s service philosophy
- Ensuring compliance with privacy and accessibility standards