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This set of workshops is an interlocking vertical curriculum for internal IT, engineering and other technical support organizations that operate in competitive cost center environments that face high expectations from internal customers and strong competition from potential outsourcers. It is designed for organizations that realize that being a true value-added product service provider requires different customer skills in at least three levels of the service team.
It is designed to build service and support competencies at the three primary customer interface points: Account Manager, Project Manager and Help Desk/Technical Support. It is a curriculum that provides the look and feel of a competitive external service provider.
Internal Consulting: Strategies and Skills
This workshop provides the strategies, skills and entrepreneurial perspective to enable technical professionals to function in the expanding role of the internal process consultant. From the issues of defining and refining requirements, to establishing or rebuilding damaged credibility, to deciding who the real customers are to setting and managing expectations, this workshop provides practical answers and insights. It expands one's view of the selling and influence process, enlightens on how to solve problems collaboratively and surveys best practices from both internal and external service providers. This workshop over the last 18 years has changed the service philosophy and approach of thousands of IT professionals.
Building Business Partnerships
In order to exist in today's complex, cost-cutting and competitive environment, many technical organizations are increasingly concerned about the abilities of their management teams to effectively work strategically with customers to define and interpret future business needs and directions in a proactive way. Without adequate lead time to diagnose and prioritize emerging needs, they find themselves in a constantly reactive mode with little time to survey and evaluate technological alternatives. They find themselves constantly behind the wave, in a defensive, reactive stance.
This workshop couples the fundamentals of account management and marketing skills with partnership and alliance building to provide the strategic view which all internal service providers need to be seen as responsive and competitive.
Customer Service for Support Organizations
Service support units considered "best in class" are those that provide fast response and problem resolution to their customers' requests for Desktop, LAN, hardware and software service and support. They provide integrated, seamless systems and processes for meeting customer and co-provider expectations. They assign top priority to communicating status and follow-up. They have learned that taking ownership for the whole process is critical to being viewed as added value by customers who are driven to show bottom-line results. Today's business customers demand one-stop shopping.
This workshop provides a range of best practices and strategies to identify, prioritize and manage customer expectations and build consistency in joint problem resolution. It focuses on the delivery and support of your unit's products and services and the service gaps that damage the unit's credibility.
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