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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

  1. How to Operationalize a Consultative Model of Customer Service Anait Freeman NIH Office of Human Resources Engagement and FEVS Program Manager

  2. Consultation Program Strategy Employee Engagement Program Direct Direct Consultative Consultative Role Role Federal Employee Viewpoint Survey (FEVS) How to Operationalize a Consultative Model of Customer Service 4/2/2018 2

  3. Consultation Strategy Brainstorm • Define team’s niche • Outline limitations • Approach to seek clients • Strategy to diagnose problems • Build consultation framework • Identify criteria and outcomes How to Operationalize a Consultative Model of Customer Service 4/2/2018 3

  4. Consultation Models Directive Doctor Process How to Operationalize a Consultative Model of Customer Service 4/2/2018 4

  5. Consultation Benefits How to Operationalize a Consultative Model of Customer Service 4/2/2018 5

  6. Consultation Framework Accountability Monitor Engagement and Implementation 6 Decision to Act Discovery 5 Phase 4 Agreement 3 2 1 How to Operationalize a Consultative Model of Customer Service 4/2/2018 6

  7. 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 How to Operationalize a Consultative Model of Customer Service 4/2/2018 7

  8. Consultation Interviews • Understanding the organization • Understanding leadership’s style • Exploring how the organization works • Analyzing self-awareness How to Operationalize a Consultative Model of Customer Service 4/2/2018 8

  9. Consultation Focus Groups Determine Identify focus group Prepare guide potential Choose a goals with ground participants convenient Recruit rules and location participants questions Conduct 90 minute sessions Analyze the session and provide key takeaways How to Operationalize a Consultative Model of Customer Service 4/2/2018 9

  10. Consultation Close-Out Session How to Operationalize a Consultative Model of Customer Service 4/2/2018 10

  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 How to Operationalize a Consultative Model of Customer Service 4/2/2018 11

  12. Anait Freeman Contact Information NIH Office of Human Resources FEVS and Engagement Program Manager anait.freeman@nih.gov 301.594.0550 4/2/2018 How to Operationalize a Consultative Model of Customer Service 12

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