Training Class: Great Internal IT Client Service

/Training Class: Great Internal IT Client Service
Training Class: Great Internal IT Client Service 2020-01-07T19:25:24+00:00

Return to Main Training Page

Class Description

Great Help Desk and Internal IT Client Service 

(three days, also available in one and two day class options)

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
    • Group discussions: Your best tips and tricks
  • Managing Client Expectations
    • The “One IT” Concept
    • Moments of Truth
    • Future job aid: Client Expectation Worksheet
    • How, When and Why to Say “No”
    • Scenario usage: Practice saying 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
    • Scenario usage: Practicing the DANCE
  • Influencing Client Behavior
    • Emotional Response Inhibits Control (ERIC)
    • Action/Reaction Influencers
    • 15 Ways to Maximize You Workplace Influence
    • Vent, Acknowledge, Solve, Educate (VASE)
    • Group discussions: Influence techniques you like best
  • User Experience
    • Products
    • Services
    • Documentation and training
    • Multi-channel accessibility
    • IT thought leadership
    • And yes, You
    • Group brainstorm: What set of products, services, etc. would be best?
  • Internal Client Service Concepts
    • Understanding Your Clients’ Characteristics
    • Showing Service Ownership
    • Communicating with Your Client Leadership
    • Group discussions: What are your current client service challenges?
    • Group brainstorm: Solutions to your current client service challenges
  • Managing Client Satisfaction
    • Dissatisfaction vs. Satisfaction vs. Delight
    • Client Wants
    • Promise, Action, Information, or Resolution (PAIR)
    • Future job aid: PAIR Checklist Worksheet

Day 2: Measurement, Prioritization, Documentation and Knowledge Sharing

  • Measurement
    • Group discussions: What measurements are currently in place?
    • Group discussions: How are these measurements used?
    • Future job aid: Measurement Worksheet
    • Group brainstorm: What measurements should be used?
    • 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
      • Future job aid: TASK To-Do Worksheet
      • 18 Minutes
      • Eisenhower’s Principle
      • Future job aid: Eisenhower’s Principle Worksheet
      • Pareto Analysis (80/20 rule)
      • Negative Selection Reduction
    • Organizational Techniques
      • Predefined Priority Process
      • Weighted Prioritization
      • Group brainstorm: How can these techniques can used to your advantage?
    • Documentation
      • Closing the Ticket
      • Group discussions: Best practices and information needed?
      • Describing the Technical Issue using IAR
        • I: Issue
        • A: Action
        • R: Result
        • Scenario usage: IAR documentation examples
        • Future job aid: Issue Action Result (IAR) Worksheet
      • Describing the Client
        • Importance of Respectful Evaluation
        • User Support Preferences
        • Group brainstorm: What information should be collected on each user?
      • Client Type Classifications
        • Target User
        • Evangelist
        • Panic-Button Pusher
        • Rejectionist
        • Talker
        • Tech Savvy
        • Tinkerer
        • Group discussions: Best practices dealing with each classification type
      • Expectations of Future Assistance Interactions
        • From User Perspective
        • From Tech Group’s Perspective
        • Future job aid: Client Expectation Worksheet (revisited)
      • Knowledge Sharing
        • Building a Best Practices Library
          • Importance
          • Value to Others
          • Value to You
        • Group brainstorm: What types of information should be included?
        • Group brainstorm: What tools should be used to collect and store information?
        • Group brainstorm: What incentives should exist to foster contributions?

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
      • Group discussion: What can you learn through observation?
    • Emotional Intelligence
      • Definition
      • Value in a Client Service Role
      • One-on-one conversation: One thing you know about yourself
      • One-on-one conversation: One thing you know about a user
    • Merrill & Reid Social Styles
      • Driver
      • Expressive
      • Analytical
      • Amiable
      • Assessment: Your default social style
      • Concept usage: Working with other social styles
    • Communicating with the Client
      • Question Usages/Purposes
        • Accuracy
        • Clarification
        • Completeness Check
        • Relevance
        • Conversation Control
        • Descriptive
        • Leading
        • Examples
        • Scenario usage: Uses purposeful questions during support calls
      • Active Listening
        • Assessment: Are you a good listener
        • Formal Topology
        • Ears, Eyes and Heart
          • Ears: Beyond the Words
          • Eyes: Body Language and Social Cues
          • Heart: Empathy and Understanding
        • One-on-one role plays: Listening using your ears, eyes and heart
      • Listening Styles
        • Action-Oriented
        • Comprehensive
        • Discriminative
        • Informational
        • Group Exercise: Name that Style
      • Connecting with the Client
        • Visual, Auditory, and Kinesthetic
          • Visual
          • Auditory
          • Kinesthetic
          • Group Exercise: Name that Style
        • Problem Solving Listening Framework
          • Person
          • Topic
          • Delivery Type
          • Setting
          • Group discussions: Maximizing your conversational environment

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

Interested? Click here to contact us!