Internal Consulting and Customer Service

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Course Overview

This training is meant for all those whose job requires them to solve problems for or provide ideas, advice, or support to their manager, colleagues, and other departments. Professionals at all levels are asked to solve problems for or provide advice and ideas to their colleagues, management, other departments, and external clients. The Internal Consulting and Customer Service Training course will help participants 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", participants will learn and practice a five-step consulting model that can be applied to any workplace setting. Participants learn to diagnose problems, predict customer needs, suit participants consulting style to those needs, make recommendations based on a substantiated decision making process, present participants ideas in a clear and compelling manner, and fulfill client expectations. Participants 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 participants all the tools they need to understand and deliver to their implied consulting contract.

Course Content

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 consultants 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

Customer Reviews

Thanks to Xpertised and the tutor who walked me through all the topics with Practical exposure which is helping me in my current project.

Course was quite helpful in terms of understanding of concepts and practicality. Its really a very friendly environment to learn. The timing were mutually chosen, as we both are working professional. I am quite satisfied with the course.


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