{"id":9277,"date":"2024-03-26T16:23:52","date_gmt":"2024-03-26T15:23:52","guid":{"rendered":"https:\/\/www.otp.ch\/?p=9277"},"modified":"2024-03-26T16:24:11","modified_gmt":"2024-03-26T15:24:11","slug":"it-employees-consulting","status":"publish","type":"post","link":"https:\/\/www.otp.ch\/en\/it-employees-consulting\/","title":{"rendered":"IT service employees: From problem solving to sales-oriented consulting"},"content":{"rendered":"

The ongoing development of the IT market and the associated digitalization in companies are revolutionizing the tasks of IT service employees, especially in contact with customers. Beyond pure technical support, these experts have the opportunity to offer their customers real added value through product recommendations, additional service offerings and advice on digitalization processes.<\/span><\/p>\n

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This proactive approach can not only increase customer satisfaction, but also promote the generation of additional revenue and support the sales process. In this way, IT service employees make a significant contribution to building long-term positive relationships with customers and intensifying sales.<\/span><\/p>\n

As the role of IT service employees changes, social and communicative consulting skills are becoming increasingly important alongside specialist technical skills. The soft skills required include a convincing appearance, confidence in decision-making situations, presentation skills and the ability to communicate appreciatively, advise and motivate customers. All of this is based on an entrepreneurial and sales-oriented understanding of the customer’s situation.<\/span><\/p>\n

In summary, it can be said that it is becoming increasingly critical for IT companies to expand the mindset of their service employees.<\/span><\/p>\n

The changing role of IT service employees: A hybrid training program for consulting skills at OTP<\/b><\/p>\n

In order to support this change, the consulting firm OTP has developed a training program on the topic of “consulting skills” in collaboration with an IT company, based on many years of training experience in soft skills.<\/span><\/p>\n

The six-month training program aims to transform the technical mentality and mindset of IT service employees into a consulting mindset. The program is characterized by a hybrid approach. It combines individual preparatory work, one-day classroom training and in-depth online coaching.<\/span><\/p>\n

Advantages of the hybrid approach<\/b><\/p>\n

The hybrid structure of the program means that information transfer and creative brainstorming on the module topics are outsourced to an individual preparation phase. This enables efficient face-to-face training that provides space for joint learning processes and complex exercises. The virtual elements in the form of individual coaching sessions are used for personal reflection and optimization of the implementation of the module content in consulting practice.<\/span><\/p>\n

Learning objectives and modules of the program<\/b><\/p>\n

The learning objectives include<\/span><\/p>\n