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Professional Services Professional: Operational Catalyst Training

Code: 3820 Category: Tag:

Prepare to achieve your Professional Services Catalyst Foundation Certification in this training course by gaining the essential knowledge needed to keep you and your organization moving forward in your industry. As a catalyst, you foster strong collaborative relationships with internal and external stakeholders, and generate a spirit of customer service excellence.

The following books are provided for pre-course reading: Praxis Framework, Managing Expectations: Working with People Who Want More, Practical People Engagement

Professional Services Professional: Operational Catalyst Training Delivery Methods
After-course instructor coaching benefit
4thdacad end-of-course exam included
Professional Services Professional: Operational Catalyst Training Course Benefits
Prepare for and pass the PS Professional Catalyst certification examDetermine the five elements of collaborationAssess the importance of stakeholder engagement and the concept of the value ladderRecognize how an Agile approach is congruent with people engagement
Operational Catalyst Training Outline
Creating a Customer Services Excellence Culture

Communicating without alienating

Encouraging your customer to talk by listening persuasively
Limiting use of jargon and speak to your listener’s concerns
Creating awareness about what and how you communicate, guarding against conflicting messages

The Expectations Challenge

Using the ‘That’s not it’ strategy to help a customer describe their needs
Challenging your assumptions about customer needs and be an information-gathering skeptic
Studying problems from your customers’ context

Perception is reality

Clarifying customers’ perceptions of a service and their resulting expectations
Ensuring customers know what to expect
Assessing customer requests where it is appropriate and learning to say ‘no’ so it sounds like ‘yes’
Project and Implementation Fundamentals
Dealing With Urgency and Escalations

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