| |
|
| |
Internal Consulting and Customer Service Training Class
Course ID: 14875
|
|
| |
|
|
| |
|
|
| |
Internal Consulting and Customer Service Training Seminar
You may be an Internal Consultant whether or not you recognize yourself as such. Professionals at all levels are asked to solve problems for or provide advice and ideas to their colleagues, management, other departments, and external clients.
This course will help you achieve more productive relationships and partnerships through mastery of the techniques critical to interpersonal problem-solving, communication, and trust-building. Following the process outlined in Peter Block's Flawless Consulting, you will learn and practice a five-step consulting model that can be applied to any workplace setting. We will show you how to diagnose problems, predict customer needs, suit your consulting style to those needs, make recommendations based on a substantiated decision making process, present your ideas in a clear and compelling manner, and fulfill client expectations. You will receive tips on listening to both verbal and nonverbal communications, receiving feedback and criticism, and understanding expectations that are implied though never explicitly stated. In short, this course will give you all the tools you need to understand and deliver to your implied consulting contract.
|
|
| |
|
|
| |
|
|
| |
|
|
| |
|
|
| |
|
|
| |
Agenda |
|
| |
- Communication in a Consulting Role
- Recognizing the primary inhibitor to successful communication and influence
- Exploring typical barriers to communication
- Dissecting and overcoming barriers
- Consulting and Customer Service as a Five-Step Process
- Exploring the role of internal or external consultant
- Five points to the consulting star
- Developing positive ongoing client relationships and long lasting rapport
- Customer service as 90% relationship and 10% product
- Setting Goals and Understanding Implied Consulting Contracts
- Setting mutual goals
- Changing "requirements" and "features" to business issues, e.g., financial constraints, user needs, skill level and misperceptions
- Recognizing differences in communicating and decision-making styles that can be misperceived as conflicting goals
- Turning negative situations into positive ones through reflecting, interpreting non-verbal communications, and asking leading questions
- Problem Solving and Diagnosis
- Dealing with negativity
- Partnering through problem solving
- Making phone calls and voice mail messages seem like in-person interactions
- The research process: A consultant's role with a subject matter expert
- The interview process: Questioning to uncover the real needs and bring the client to your side
- Presenting Ideas, Recommendations and Solutions that Sell
- Preparing for dealing with resistance
- Ten most common resistance behaviors and how to deal with them
- Preparing for the feedback meeting; gathering allies, designing collaborative dialog
- Presentation openings and closings that grab; presentation formats and styles
- Persuasion techniques for getting others to say "yes"
- A strategy for leading an undecided client toward decision-making
- Follow Through
- The difference between follow through and follow up
- Partnering with other internal clients, becoming one voice to external clients
- Mastering the points on the Consulting Star to bring it full circle
- Wrap Up
- Q & A
- Action planning and accountability
|
|
| |
|
|
|
| |
|
|
| |
Audience |
|
| |
All those whose job requires them to solve problems for or provide ideas, advice, or support to their manager, colleagues, and other departments.
|
|
|
|
| |
|
|
|
|
| |
|
|
| |
|
|
|
| |
| |
|
|
| |
Internal Consulting and Customer Service Training Course Dates and Locations
|
|
| |
|
|
| |
Course ID: 14875
| Course Duration: 2 Days
|
|
| |
|
|
| |
Locations: |
|
| |
|
|
| |
|
|
| |
|
|
| |
| Start Date |
Price |
|
Location/Event Details |
Register Online |
Request
More Info |
|
Print/Fax
Register |
|
|
| |
|
|
| |
|
|
|
|
| |
|
|
|
| |
|
|
| |
|
|
| |
Select a market segment to view more courses
|
|
| |
|
|
| |
Or, select a category to view more Information Technology courses
|
|
| |
|
|
| |
 Browse By Category
Browse By Location
Browse New Courses
|
|
| |
|
|
|
| |
| |
|
|
|
|