AI Leadership Series: Great Internal IT Client Service in an AI World

User satisfaction requires more than only technical ability. It also requires the ability to understand user needs, communicate effectively, properly measure user satisfaction and the ability to create a service-oriented environment.

Topics include

Initial Thoughts on Client Service
- Definitions
- Challenges
- Value of Defining Your Business Function
- Concierge Client Service (What, Why, and How)

The AI / Internal Client Service Connection
- Assisting Users with AI-Related Issues
- IT Support and Help Desk Automation Tools and Processes
- Creating IT and User Documentation

Managing Client Expectations
- Client Wants
- Resolution, Action, Information, or Promise
- The 'One IT' Concept
- Moments of Truth
- Client Expectation
- Importance of Controlling the Discussion
- DANCE Expectation Management Framework
     - 'D' Define the issue
     - 'A' Agree on what needs to be done
     - 'N' Negotiate the final outcome
     - 'C' Complete the task
     - 'E' Ensure the client is satisfied

Ways to Say 'No'
- Professional and Organizational Reasons to Say No
- How to say 'No' without saying 'No'

Influencing Client Behavior
- The Art of Politics
- Science of Persuasion
- VASE: Responding to Upset Clients
- Actions Causing Client Reaction

Managing Client Satisfaction
- Key Performance Indicators (KPIs)
- Collecting Needed KPI Data
- Net Promoter Score (NPS)
- Customer Satisfaction Score (CSAT)
- Measurement Processes and Data Types

Task Prioritization
- Client-Oriented Prioritization
- Project-Oriented Prioritization

Documenting Provided Services
- Issues, Actions, and Results
- Closing the Ticket
- Client Preferences, Attributes, and Types
- Knowledge Creations, Retention, and Sharing

Personal and Departmental Development Plan