Managing the Customer Experience

Which gift is more appealing? Even if the contents are exactly the same, the receiver's attitude toward the gift will be affected by the presentation. The same is true of your work.
Delivering a product or service that exceeds your customer's expectations includes conducting yourself in a professional manner throughout the engagement, managing communication and expectations effectively, and presenting your results so that they recognize the value of your performance.
This module includes:

• Pre-Briefing, which introduces the premise that successful consulting includes more than achieving the project objectives.
• Customer Identification, which encourages looking beyond the obvious customer to identify all of the stakeholders in the project or engagement
• Communication Standards, which teaches participants to align their own standards for communication with those preferred by the customer or required by the situation
• Final Presentation, which takes the participants through all the steps required for a successful handoff of a completed project so that the customer has a clear understanding of the quality and value of the work performed
• Debriefing to review the lessons learned and identify opportunities to apply the concepts immediately in real-world situations

This module is particularly valuable for teams that want to polish their professional image in order to engage more effectively with internal and external customers.
 
Prerequisites: Accomplish Objectives and Establish Relationships are both recommended as preparation for this module.
Time: 2 hours
 
Available as a self-paced training package that can be performed in small groups of 4-5 employees or incorporated into half-day or full-day sessions for a large group, facilitated by Consulting Stance instructors.
 
To purchase the self-paced package, go to the Catalog.  To request a proposal for training your entire organization, Contact us.