Building Better Relationships with Clients
Influencing & Negotiating Skills - (2 days)
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Target Audience:
IT professionals who have direct contact with internal customers.
Participants Will Learn:
- Strategies for building effective ongoing working relationships with internal clients
- The phases and techniques required to build a value-added consultant-client relationship
- Effective questioning, status reporting and active listening skills to gather information, raise issues and stimulate creative thinking
- How to influence their business clients
- How to use win-win negotiating strategies to resolve conflicts
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Modules
- Earning the partnership: an IT imperative
- Active listening
- Influencing
- Status reporting
- Dealing with resistance
- Effective interviewing techniques
- Questioning techniques
- Successful negotiation
- Negotiation case study
- Building better relationships with IT clients:
case study
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DELIVERED TO YOUR EMAIL
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Conflict Resolution & Negotiating with Internal Clients
Deal Effectively with Conflict -
(1 day) |
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Target Audience:
IT professionals and managers who need or want to more effectively resolve conflict and successfully negotiate.
Participants Will Learn:
- The consequences of avoiding conflict
- Five basic ways to effectively resolve conflict
- Win-win negotiating strategies
- Questioning techniques
- How to apply the ASTRO Negotiating model conflicts
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Modules
- Dealing with conflict in IT
- Differentiating between behavior & solution conflict
- Five styles for resolving conflict
- Dealing with feelings: yours and others'
- Different negotiating styles
- How to use IT Group's ASTRO Negotiating model
- Success factors for win-win negotiation
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DELIVERED TO YOUR EMAIL
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Consulting for Internal Business Clients
Developing Client-centric IT Solutions - (1 or 2 days) |
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Target Audience:
Customer relationship managers or IT professionals who spend significant time consulting with internal clients.
Participants Will Learn:
- A predictable, repeatable process for delivering effective solutions to IT clients
- How to establish and manage changes to clients' goals
- Techniques for generating alternative solutions to meet the clients' needs
- How to write and present a proposal
- An overview of project management
- How to end the engagement conflicts
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Modules
- Defining the IT consultant's roles
- Initiating the engagement
- Deciding the approach
- Managing the proposal
- Executing the project
- Closing the engagement
Note : A second day is recommended to give participants the opportunity to practice and reinforce the skills learned in Day 1.
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DELIVERED TO YOUR EMAIL
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Service Excellence: (2 days)
Customer Service Skills that Lead to Delighted IT Clients |
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Target Audience:
IT professionals who must increase their effectiveness as providers of information technology services.
Participants Will Learn:
- How proactive/responsive service is a critical factor in the success of any IT organization
- That every person in IT is a service provider and how they in particular can increase their value to the organization
- Proven customer service skills and techniques that work in the IT environment
- How to manage IT customer expectations
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Modules
- Service excellence in IT defined
- Client-centered service
- Service provider's attitude: foundation for
service excellence
- Service offerings
- Listening effectively: a critical skill
- Improving IT service processes
- Managing client expectations
- Service recovery
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DELIVERED TO YOUR EMAIL
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Service Skills for Help Desk Professionals
How to Provide Exceptional Service - (1 day) |
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Target Audience:
Help desk professionals who want to increase their customer service and phone skills.
Participants Will Learn:
- Proven customer service skills and techniques that work in the help desk environment
- How to manage customer expectations effectively
- How to build rapport with their customers
- Basic phone skills that lead to satisfied customers
- Specific stress management techniques
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Modules
- Definition of 'Service Excellence' for the help desk
- The importance of 'Self-Fulfilling Prophecies'
- Using IT Group's CARE model to develop active listening skills
- Dealing with difficult clients on the telephone
- How to build rapport with the customer
- Ways to manage expectations on the telephone
- Effective service recovery techniques
- Using four stress reduction techniques
REQUEST COMPLETE OUTLINE
DELIVERED TO YOUR EMAIL |