SDI’s One-day Interactive Workshops Would you like to enhance your knowledge and boost your career but can’t afford being out of the office for multiple days? Why not try our interactive one-day workshops? Conveniently located in the heart of London and Birmingham or alternatively in our Virtual classroom environment – this means you don’t even have to leave your desk! Our Virtual classroom gives you a live and fully interactive instructor-led training course from the comfort of your home or office. Find your ideal workshop below – if you don’t see what you need please get in touch as we can also tailor-make training just for you. Price: £555 (non-members) / £499.50 (members) WORKSHOP OF THE MONTH Making Sense of Metrics and Reporting **NEXT COURSES 29 APRIL & 13 JUNE** Based on the SDC standards for management information and reporting, with a focus on key service desk metrics and their value. NEW: Managing the Customer Experience **NEXT COURSE 17 MAY** Focusing on driving customer-centric service improvement through defining an end-to-end approach to managing the customer experience. Maximising Self-Service Adoption **NEXT COURSE 14 JUNE** Focusing on maximising the adoption of self-service with an emphasis on the customer experience. Customer Satisfaction Surveys Learn the essential information and knowledge and therefore being able to create a comprehensive satisfaction survey programme. Effective Communication Skills Learn to demonstrate the communication skills required to fulfil the service role effectively and explain how to better identify customers’ needs and motivations, as well as gaining the skills for handling difficult situations. Service Level Management Discover how to manage the processes and relationships involved in delivering quality services through the creation of agreements and contracts. Proactive Problem Management Reduce the impact of business-affecting downtime, improve the quality of your services, and be more cost effective as a service provider. These courses can also be delivered in-house: please call 01689 889 100 for more details Download 2019 Course Calendar
