IT Help Desk Concierge Best Practices Workshop ISI-1521

Day 1Providing Exceptional Concierge Service

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

Day 2Idea Log Review

Day 2Understanding and Communicating with Clients

• Group discussion: Your definition of Concierge Service
• Understanding the Client
• o Look Beyond Your Specific Role
• Concept
• Usage in Concierge Level Support
• o Widened Thinking in Motion
• Knowledge Gathered
• Insights Gained
• Actionable Items
• Group discussion: What can you learn through observation?
• o 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
• o Merrill & Reid Social Styles
• Driver
• Expressive
• Analytical
• Amiable
• Assessment: Your default social style
• Concept usage: Working with other social styles
• Communicating with the Client
• o Question Usages/Purposes
• Accuracy
• Clarification
• Completeness Check
• Relevance
• Conversation Control
• Descriptive
• Leading
• Examples
• Scenario usage: Uses purposeful questions during support calls
• o 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
• o Listening Styles
• Action-Oriented
• Comprehensive
• Discriminative
• Informational
• Group Exercise: Name that Style
• Connecting with the Client
• o Visual, Auditory, and Kinesthetic
• Visual
• Auditory
• Kinesthetic
• Group Exercise: Name that Style
• o Problem Solving Listening Framework
• Person
• Topic
• Delivery Type
• Setting
• Group discussions: Maximizing your conversational environment

Day 2Idea Log Review

Day 3Measurement, Prioritization, Documentation and Knowledge Sharing

• Measurement
• o Group discussions: What measurements are currently in place?
• o Group discussions: How are these measurements used?
• o Future job aid: Measurement Worksheet
• o Group brainstorm: What measurements should be used?
• o Importance of Proper Measurement
• o Measurement Processes
• Repeated Request vs. Silence
• Surveys
• Follow-Up Call Backs
• Leadership Debrief
• Walking the Halls
• o Net Promoter Score
• Definition
• Implications
• o Uber Model of Provider/User Evaluation
• Prioritization Techniques
• o 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
• o Organizational Techniques
• Predefined Priority Process
• Weighted Prioritization
• Group brainstorm: How can these techniques can used to your advantage?
• Documentation
• o Closing the Ticket
• o Group discussions: Best practices and information needed?
• o 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
• o Describing the Client
• Importance of Respectful Evaluation
• User Support Preferences
• Group brainstorm: What information should be collected on each user?
• o Client Type Classifications
• Target User
• Evangelist
• Panic-Button Pusher
• Rejectionist
• Talker
• Tech Savvy
• Tinkerer
• Group discussions: Best practices dealing with each classification type
• o Expectations of Future Assistance Interactions
• From User Perspective
• From Tech Group’s Perspective
• Future job aid: Client Expectation Worksheet (revisited)
• Knowledge Sharing
• o Building a Best Practices Library
• Importance
• Value to Others
• Value to You
• o Group brainstorm: What types of information should be included?
• o Group brainstorm: What tools should be used to collect and store information?
• o Group brainstorm: What incentives should exist to foster contributions?

Day 3Idea Log Review

• Your Next Steps