• Understand the importance of internal client service.
• Learn how to manage client satisfaction and expectations.
• Understand the DANCE conversational framework.
• Explore techniques for responding to difficult client requests.
• Learn methods for influencing client behaviour.
• Understand the importance of user experience in IT services.
• Measure client satisfaction using KPIs, NPS, and CSAT.
• Apply task prioritisation and client segmentation.
• Improve client service documentation and communication.
• Develop a personal client service improvement plan

1. Importance of Internal Client Service

2. Managing Client Satisfaction

• Dissatisfaction vs. Satisfaction vs. Delight
• Client Wants
• Resolution, Action, Information or Promise

3. Managing Client Expectations

• The “One IT” Concept
• Moments of Truth
• Importance of Controlling the Discussion
• The DANCE conversational framework

4. Ways to Say “No”

• Using Redirection
• Using Referral
• Using the Company High Road
• Using Leading Questions
• Saying “Yes” with Conditions

5. Influencing Client Behavior

- Fifteen ready-to-use techniques to help you help your client

6. User Experience

• Client service
• Products
• Services
• Documentation and training
• Multi-channel accessibility
• IT thought leadership

7. Measuring Client Satisfaction

• Key Performance Indicators (KPI)
• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Be Creative!

8. Task Prioritization

• Importance of Task Prioritization
• Approved prioritization process
• Client Segmentation

9. Documenting Client Types and Services Provided

• Help Desk Ticket Info
• Issue, Action, Result: Definition
• Client types, preferences and attributes

10. Building Your Client Service Personal Development Plan

• Increase Your Knowledge
• Expand Your Business/Communication Skills
• Enhance Your Client Service Ability
• Develop Your Personal Traits
• Your Ongoing Journey

1 day

Course Completion Certificate by Network Binary

• Configuring help desk ticketing workflows.
• Working with ticketing platforms such as osTicket, GLPI, and ServiceNow.
• Integrating email-based ticketing.
• Managing user accounts using PowerShell and Active Directory.
• Resolving simulated support incidents, including password resets and software installations.
• Submitting, assigning, resolving, and documenting support requests.
• Maintaining service desk documentation and support records.

• Aspiring IT support professionals.
• Help desk analysts.
• Internal IT service desk technicians.
• IT support specialists.
• Internal client service professionals.

• CompTIA A+ level hardware knowledge and the ability to navigate Windows 10/11 Control Panel.
• Familiarity with operating systems such as Windows and experience with Linux command-line interfaces.
• Fundamental networking knowledge, including IP addressing and internet connectivity.
• Experience with digital communication tools and an understanding of the ITIL v4 incident management framework.
• Familiarity with open-source ticketing tools such as OTRS, Zammad, or GLPI.
• Strong written and oral communication skills.