How to Operationalize a Consultative Model of Customer Service - - PowerPoint PPT Presentation

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Sep 18, 2023 413 likes •544 views

How to Operationalize a Consultative Model of Customer Service Anait Freeman NIH Office of Human Resources Engagement and FEVS Program Manager Consultation Program Strategy Employee Engagement Program Direct Direct Consultative

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How to Operationalize a Consultative Model

f Customer Service

Anait Freeman NIH Office of Human Resources Engagement and FEVS Program Manager

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Consultation Program Strategy

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Employee Engagement Program Federal Employee Viewpoint Survey (FEVS)

Direct Consultative Role

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Consultation Strategy Brainstorm

Define team’s niche
Outline limitations
Approach to seek clients
Strategy to diagnose problems
Build consultation framework
Identify criteria and outcomes

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Consultation Models

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Directive Doctor Process

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Consultation Benefits

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Consultation Framework

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Agreement Discovery Phase Decision to Act Engagement and Implementation Monitor Accountability

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How to Operationalize a Consultative Model of Customer Service

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Consultation Kick-Off Meeting

Process Overview
Team Building Activity
Thinking Positive Approach
Exploring the Data
Establishing Goals for the Project
Interview Expectations
Questions and Comments

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Consultation Interviews

Understanding the organization
Understanding leadership’s style
Exploring how the organization works
Analyzing self-awareness

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Consultation Focus Groups

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Determine focus group goals Identify potential participants Prepare guide with ground rules and questions Choose a convenient location Recruit participants Conduct 90 minute sessions Analyze the session and provide key takeaways

How to Operationalize a Consultative Model of Customer Service

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Consultation Close-Out Session

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SLIDE 11

Resources

Federal Employee Viewpoint Survey (FEVS) Intranet
Employee Engagement Intranet
New Employee Onboarding
Employee Assistance Program
NIH Ombudsman Office
Work and Family Life Center
Workforce Planning Toolkit

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SLIDE 12

Contact Information Anait Freeman

NIH Office of Human Resources FEVS and Engagement Program Manager anait.freeman@nih.gov 301.594.0550

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