theoris consultant orientation
DESCRIPTION
Employee training presentation developed by Sara CamdenTRANSCRIPT
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Table of Contents
About TheorisWhat Differentiates Our TeamReferral Incentive ProgramsSupport Services
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About Theoris
Theoris Inc. – Company OverviewKey Service OfferingsTheoris Group
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Theoris Company Overview
Full Lifecycle Midwestern IT Professional Services Firm25+ Years Success in Our Field• Consistency• Innovative Solutions• Cost-Effective Delivery• Proven Methods
Applications in Countless Industries
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Key Service Offerings
Strategic ServicesStaffing ServicesProject-Based Services
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Strategic Services Overview
Enterprise Portfolio Management (EPM)Process Quality Assessment (PQA)IT Planning
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Staffing Services
Functional Areas
LeadershipApplications InfrastructureEngineering
Typical Roles Filled
Project ManagementBusiness AnalysisApplication & Database DevelopmentSoftware Testing & ValidationTechnical WritingERP & CRM Technical & Functional ServicesInfrastructureEngineering
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Project-Based Services
Software DevelopmentOutsourced Solutions
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Theoris Group
Maetrics
IT ConsultingIT StaffingCross-Industry
Theoris Inc.
Theoris Software
Quality & Regulatory ComplianceConsulting & StaffingFDA-Regulated Industries
Vision SoftwareExecutive DashboardDisplays KPIs Graphically
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What Differentiates Our Team?
Consultants who understand clients’ needsTrusted source – making clients’ challenges easier to faceContinuous improvementService Quality Objectives (SQOs)
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What Defines Customer Service?
Customer’s PerceptionInternal & ExternalListen to Needs & Search for Solutions
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SQO Basics
Minimum requirements that get us through the door• Competence• Reliability
WON’T get us repeat business / referrals• Need to do more to leave
memorable impression on clients
How To Get In The Door
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SQO Differentiators
Qualities that leave a positive & MEMORABLE impression on our clients:
ProfessionalismCommunicationConcern
Courtesy Responsiveness Confidentiality
How to Differentiate
Us
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SQO Basic: Competence
Technical Competence: The MINIMUM Starting Point
Harvard / Carnegie Institute Study: • 10,000 people who lost
their jobs• Only 15% due to lack of
skills • 85% due to their ability
to interact in workplace!
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SQO Basic: Reliability
Consistency in your performanceBuilds trustBe PROACTIVE vs. REACTIVE• Take extra time beginning a
task to get it right the 1st time• If time allows, research
SOLUTIONS before reporting a potential issue
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212
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SQO Differentiators
212 – What does it mean?• Boiling point of water
211⁰ = Very hot H2O
212 ⁰ = BOILING H2O = Steam = Enough energy to power a train!
One extra degree can make ALL the difference!
212
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SQO Differentiators
Have you ever noticed the arrow in the FedEx logo?
>>> Embedded message of SPEED and FORWARD
momentum
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SQO Differentiators
ProfessionalismCommunicationConcernCourtesyResponsivenessConfidentiality
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SQO Differentiator: Professionalism
Driven by our client’s expectationsThe easier the task technically, the more important professionalism is - add the ‘extra degree’ to stand out!
Follow client office’s protocolFollow dress codeMaintain an organized workspace
Respect difference between friends & coworkersDon’t bring personal life to workMaintain composure
Examples of Professionalism
<< DON’T DO>>
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SQO Differentiator: Communication
Be mindful of what the client sees at all timesUCLA Study• 55% of communication
non-verbal• 38% vocal quality• 7% actual words used
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SQO Differentiator: Communication
Active Listening
Paying Attention vs. Planning our Response
Eye Contact & Facial Expressions
Ask Confirming Questions• “Let me make sure I
understand you…”• “So what you’re saying is….”
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SQO Differentiator: Concern
Respond to clients appropriately & empathetically
Show clients we are on their side
Keep in mind the clients’ culture, values, & goals
Use appropriate body language & vocal tone
“I’m helping to upgrade your inventory management system to expedite delivery & reduce costs” vs. “I’m an Oracle DBA”• Direct connection to CLIENT’S
NEED
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SQO Differentiator: Courtesy
Don’t downplay courtesy
Do your part to make interactions pleasant and smooth
Tailor to client’s specific expectations
Reliability stems from courtesy• Be punctual• Ask “Is now a good time to
talk?”
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SQO Differentiator: Responsiveness
Be ready to respond to client’s need at a moment’s notice
Responsiveness is a way to convey all of our SQOs
Good example: acknowledge customer’s communication as soon as you receive it even if you don’t have time to address it
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SQO Differentiator: Confidentiality
We sign a non-disclosure agreement• Often tasked with handling &
protecting sensitive client information
Understand when TO and when NOT TO share information• Once confidential information is
shared, it can’t be un-shared• Be vigilant of who could be
listening
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SQOs: Summary Thoughts
Pay attention to the bigger picture
Don’t only learn ‘What’ and ‘How’- ask ‘Why?’• Truly understand clients’
goals
Nonverbal actions define our team as consultants & experts vs. technicians & temps
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WELCOME ABOARD! Thank you for your attention