This course is designed for technical and professional people who work in departments (like Information Technology, Human Resources, Accounting and Auditing, Quality Assurance, and the like) whose purpose is to provide technical support to all others in their organization. It teaches them basic customer relations skills so they can manage their internal client relationships better. The technical competence of these groups is typically very high. But the interpersonal skills they bring to their assignments is not always up to the same standards of excellence. This course is intended to bring those two levels of skill into more of a professional balance.

Complete Course Description

PURPOSE OF THE WORKSHOP: This course is designed for Information Technology professionals, Human Resource Generalists, Finance Department Accountants, and other support group personnel whose job is to provide technical support to all others in the organization. The technical competence of these groups is typically very high. But the interpersonal client skills they bring to their assignments are not always up to the same standards of excellence. This course is intended to bring those two levels of skill into more of a professional balance.

CONTENT OF THE WORKSHOP: This is a course on Customer Relations skills for technical people who service internal clients. It covers the following topics:

1. Examining the present client relationship environment in this organization; what makes delivering Quality Service so difficult here?



2. Roles and Responsibilities in successful workplace client relationships; the five essential aspects of Stellar Service.



3. The eight basic action steps in any client relationship.



4. The initial client contact: defining a service problem from the client’s point of view.



5. Conducting a fact-finding interview with a client which, together with appropriate listening skills, can produce a superior service solution.



6. Producing and communicating a Service Plan to solve the client’s problem.



7. Working with others in the organization who can either help or hinder one’s ability to provide first rate client service.



8. Guiding client conversations: how to conduct on-going communications with clients that are targeted and clear.



9. An analysis of common problems that arise in a client relationship, and methods for responding to them.



10. Presenting necessary but unwelcome information to a client.



11. Resolving issues that can impact a client relationship, particularly with difficult or resistant clients.



12. Handling complaints, reaching for Stellar Service, and bringing a client assignment to successful closure.