Class Description

Great Help Desk and Internal IT Client Service

(One-day, the-day, and three-day class customized options are available)

User satisfaction comes from great internal client service. This class is specifically designed for individuals and departments that provide services to fellow employees within their company, as opposed to external clients. For example, the Sales, Marketing, Finance and Human Resources groups are clients of the Information Technology (IT) department because IT provides services to these groups.

User satisfaction requires more than only technical ability. It also requires the capability to understand user needs, communicate effectively, properly measure user satisfaction and the ability to create a service-oriented environment.

Day 1: Providing Exceptional Concierge Service

Initial Thoughts on Concierge Client Service
- Definitions
- Challenges
- Importance
- Your Role
Managing Client Expectations
- The “One IT” Concept
- Moments of Truth
- How, When and Why to Say “No”
- Importance of Controlling the Discussion
- DANCE Expectation Management Framework
  - “D” – Define the issue
  - “A” – Agree on what needs to be done
  - “N” – Negotiate the final outcome
  - “C” – Complete the task
  - “E” – Ensure the client is satisfied
Influencing Client Behavior
- Emotional Response Inhibits Control (ERIC)
- Action/Reaction Influencers
- 15 Ways to Maximize You Workplace Influence
- Vent, Acknowledge, Solve, Educate (VASE)
User Experience
- Products
- Services
- Documentation and training
- Multi-channel accessibility
- IT thought leadership
- And yes, You
Internal Client Service Concepts
- Understanding Your Clients’ Characteristics
- Showing Service Ownership
- Communicating with Your Client Leadership
Managing Client Satisfaction
- Dissatisfaction vs. Satisfaction vs. Delight
- Client Wants
- Promise, Action, Information, or Resolution (PAIR)

Day 2: Measurement, Prioritization, Documentation and Knowledge Sharing

Measurement
- Importance of Proper Measurement
- Measurement Processes
  - Repeated Request vs. Silence
  - Surveys
  - Follow-Up Call Backs
  - Leadership Debrief
  - Walking the Halls
- Net Promoter Score
  - Definition
  - Implications
- Uber Model of Provider/User Evaluation
Prioritization Techniques
- Individual Techniques
  - TASK
  - 18 Minutes
  - Eisenhower’s Principle
  - Pareto Analysis (80/20 rule)
  - Negative Selection Reduction
- Organizational Techniques
  - Predefined Priority Process
  - Weighted Prioritization
Documentation
- Closing the Ticket
- Describing the Technical Issue using IAR
  - I: Issue
  - A: Action
  - R: Result
- Describing the Client
  - Importance of Respectful Evaluation
  - User Support Preferences
- Client Type Classifications
  - Target User
  - Evangelist
  - Panic-Button Pusher
  - Rejectionist
  - Talker
  - Tech Savvy
  - Tinkerer
Expectations of Future Assistance Interactions
- From User Perspective
- From Tech Group’s Perspective
Knowledge Sharing
- Building a Best Practices Library
  - Importance
  - Value to Others
  - Value to You

Day 3: Understanding and Communicating with Clients

Understanding the Client
- Look Beyond Your Specific Role
  - Concept
  - Usage in Concierge Level Support
- Widened Thinking in Motion
  - Knowledge Gathered
  - Insights Gained
  - Actionable Items
- Emotional Intelligence
  - Definition
  - Value in a Client Service Role
- Merrill & Reid Social Styles
  - Driver
  - Expressive
  - Analytical
  - Amiable
- Communicating with the Client
  - Question Usages/Purposes
    - Accuracy
    - Clarification
    - Completeness Check
    - Relevance
    - Conversation Control
    - Descriptive
    - Leading
    - Examples
  - Active Listening
    - Formal Topology
    - Ears, Eyes and Heart
      - Ears: Beyond the Words
      - Eyes: Body Language and Social Cues
      - Heart: Empathy and Understanding
  - Listening Styles
    - Action-Oriented
    - Comprehensive
    - Discriminative
    - Informational
  - Connecting with the Client
    - Visual, Auditory, and Kinesthetic
      - Visual
      - Auditory
      - Kinesthetic
    - Problem Solving Listening Framework
      - Person
      - Topic
      - Delivery Type
      - Setting

Key Take-Aways:

Insights into internal client service concepts, politics, and best practices
Leadership attributes/processes needed to create a service-oriented environment
Specific actionable techniques to enhance your user satisfaction

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