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Theoris Consultant Orientation
Theoris is a full-service IT consulting firm that has been providing innovative solutions for over 25 years across many industries. They offer a wide range of strategic, staffing, and project-based IT services including enterprise portfolio management, process quality assessment, software development, and more. Theoris prides itself on consistency, cost-effective delivery, and proven methods. They discuss the importance of professionalism, communication, concern for clients, courtesy, responsiveness, and confidentiality in differentiating their consultans and building trust with clients.
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Theoris Consultant Orientation
- 2. About Theoris What DifferentiatesOur Team Referral Incentive Programs Support Services
- 3. Theoris Inc. –Company Overview Key Service Offerings Theoris Group
- 4. Full Lifecycle MidwesternIT Professional Services Firm 25+ Years Success in Our Field • Consistency • Innovative Solutions • Cost-Effective Delivery • Proven Methods Applications in Countless Industries
- 5.
- 6. Enterprise Portfolio Management(EPM) Process Quality Assessment (PQA) IT Planning
- 7. Functional Areas Typical Roles Filled Leadership Project Management Applications Business Analysis Application & Infrastructure Database Development Engineering Software Testing & Validation Technical Writing ERP & CRM Technical & Functional Services Infrastructure Engineering
- 8.
- 9. Theoris Inc. IT Consulting IT Staffing Cross-Industry Theoris Software Vision Software Maetrics Executive Quality & Regulatory Dashboard Compliance Displays KPIs Consulting & Staffing Graphically FDA-Regulated Industries
- 10. Consultants who understand clients‟needs Trusted source – making clients‟ challenges easier to face Continuous improvement Service Quality Objectives (SQOs)
- 11. Customer‟s Perception Internal &External Listen to Needs & Search for Solutions
- 12. Minimum requirements thatget us through the door • Competence • Reliability How To Get In The Door WON‟T get us repeat business / referrals • Need to do more to leave memorable impression on clients
- 13. Qualities that leavea positive & MEMORABLE impression on our clients: Professionalism Courtesy Communication Responsiveness Concern Confidentiality How to Differentiate Us
- 14. Technical Competence: The MINIMUMStarting 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!
- 15. Consistency in your performance Buildstrust Be 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
- 17. 212 – Whatdoes 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!
- 18. Have you evernoticed the arrow in the FedEx logo? >>> Embedded message of SPEED and FORWARD momentum
- 19.
- 20. Driven by ourclient‟s expectations The easier the task technically, the more important professionalism is - add the „extra degree‟ to stand out! << DON’T DO>> Examples of Professionalism Follow client office‟s protocol Respect difference between friends & coworkers Follow dress code Don‟t bring personal life to work Maintain an organized workspace Maintain composure
- 21. Be mindful ofwhat the client sees at all times UCLA Study • 55% of communication non- verbal • 38% vocal quality • 7% actual words used
- 22. 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….”
- 23. Respond to clientsappropriately & 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
- 24. Don‟t downplay courtesy Doyour 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?”
- 25. Be ready torespond 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
- 26. We sign anon-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
- 27. Pay attention tothe 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
- 28. Thank you foryour attention
Editor's Notes
- #2 Hello, and welcome to Theoris. I’m [name], and it’s my pleasure to serve as your guide through this consultant orientation. We are here for you, and want to assist in making your transition to become a Theoris Consultant as smooth and painless as possible. If there is anything you feel unclear about after your orientation is complete, please reach out to your Consultant Liaison consultant liaison, a key contact and mentor we will talk more about later. We will all work together to make sure you get the answers you need. Starting a new path in your career is exciting and overwhelming at the same time, and we want to make sure you have the background and tools that will set Theoris and yourself apart from other consultants in the field. This consultant orientation was designed with you in mind, and can always be accessed from our ‘Employee Resources’ extranet site if you want a refresher on its content. You will also notice that the Adobe Flash player has a set of controls at the bottom of your screen allowing you to revisit earlier sections at any time while this presentation is playing.
- #3 Let’s get started! This list gives you a brief overview of the 4 main topics of discussion we will cover in today’s orientation. Our first section is designed to give you a broad view of Theoris’ history and market strategy as well as our corporate structure. We will then cover ‘What Differentiates Our Team.’ In this section, you will become familiar with our Service Quality Objectives which serve as the foundation of our approach to excellent customer service. Once you know “who we are” and “why we’re special” we will outline our referral incentive programs which provide you the opportunity to earn a financial reward for referring client opportunities and new team members to Theoris. We will wrap up by discussing the team of resources we have in place to support your success in the field. Your success equals client success and company success – we are here to help!
- #4 We want to welcome you on board and start by equipping you with a background on our company, service offerings, our market, and how Theoris fits into the Theoris group as a whole.
- #5 Let’s begin with an overview of Theoris, and our successful legacy of providing innovative solutions. I’m sure you’ve gained some perspective on this topic during the interview process, so let’s build upon this foundation with some more detail. Theoris serves as a full lifecycle regionally based IT professional services firm that works together to solve the specific needs of our clients. We have over 25 years of success in the IT consulting and staffing services field , and this is linked directly to our consistency, innovative solutions, and cost-effective delivery. We fully recognize that the real core of our success is defined by the strength and abilities of the team you have just become a part of. Though Theoris has found success in a number of specific key industries, the nature of the services we provide is one of versatility and flexibility that can be applied in countless industries. We continue to succeed by swiftly adapting to new markets and new needs by enlisting our proven methods to ensure consistent results.
- #6 Our IT solutions fall into 3 core areas which are: Strategic Services, Staffing Services and Project-Based Services. It is valuable for you to have a surface understanding of how each of our services benefits clients in a unique way. This understanding not only allows for a better perspective of how your role fits into a client’s strategy, but should also provide you with food for thought on future career goals and allow you to share our broad capabilities with our clients should the opportunity arise. You are a Theoris ambassador in the field.
- #7 Our first core service grouping, our Strategic Services, is focused on providing direction towards the high-level business-driven goals of our clients. The value our team provides is driven by our proven methodologies and then strengthened by our rich history of lessons learned. Having such a strong background based on proven methods allows us to provide high-level strategic advice that generates results for our clients. The strategic services we offer are aligned around 3 primary competency areas: Enterprise Portfolio Management, Process Quality Assessment, and IT Planning. We will now walk through a broad overview of these three strategic offerings and how they benefit our clients. Our Enterprise Portfolio Management service offering examines the synergy between overall enterprise strategy and specific programs or projects. When Theoris engages in a project of this sort, our goal is to help clients efficiently attain maximum portfolio throughput which will ultimately help them achieve or exceed their business goals. In our Process Quality Assessment projects, Theoris steps in to help clients manage the complexities of their full application lifecycle. This provides business end-users with the confidence that the systems that manage their business operations were developed with rigorous quality assurance standards to ensure conformance to business requirements.During an IT process assessment, as with most all our services, we follow a systematic approach developed through years of practice. We leverage pre-established assessment criteria which guides a discovery process that quickly tells us what is working and what isn’t. Our assessment leads to the development of a roadmap to assist clients in achieving their desired states. Our IT Planning services provides strategic direction for our clients in areas such as2-5 year IT planningtechnology and infrastructure roadmapspackage selectionThe foundation for providing viable strategic plans stems from Theoris’ proven Information Systems Management Review framework developed and refined through our years of experience.
- #8 Let’s now touch upon our staffing services. When working with a client on a staffing project, we consistently focus on the appropriate business and technical skills that satisfy our clients’ needs whether they are seeking support in the functions of Leadership Applications InfrastructureEngineeringAs with our other service offerings, our staffing services are flexible and tailored to each of our clients’ needs. A few of the typical roles we fill for our clients include:Project ManagementBusiness AnalysisApplication and Database DevelopmentSoftware Testing and ValidationTechnical WritingERP and CRM Technical and Functional ServicesInfrastructureEngineering An important thing to note, is that we look for more than just technical experts. We look for people who are problem solvers that can provide the intangible extras that set them apart from the rest of the field.
- #9 Now we will cover our Project-Based Services. This key service grouping echoes the experienced, objective perspective we discussed with our other services, but is instead applied to project management and software development. The theme again is one of flexibility and managed deliverables. We divide these project-based services into 2 key areas: Software Development & Outsourced Solutions. Our software development projects take a full lifecycle approach tailoring our proven Systems Lifecycle Methodology to our clients’ needs.Clients have found our expertise to be beneficial in helping them manage on-shore as well as off-shore software engineering and quality assurance projects. Our proven approach to software development projects guides and assists the production of timely and effective IT solutions in custom development and package implementation environments. Our framework balances creative flexibility with managed deliverables through defined project phases, measurement of objectives at completion of each milestone, and specific deliverables for each phase of the project.When approaching off-shore projects, one especially useful benefit is that our team always maintains domestically based project management throughout an entire project’s scope. The domestically based Theoris team members serve as liaisons between our clients and the off-shore project teams. To facilitate our service offerings we maintain expertise in some core technologies that we find are in the highest demand among our client base: Microsoft Technologies (ASP, C#/.Net, SQL Server, etc.)Java Technologies (J2EE, JDBC, J2ME, JSP, Servlets, etc.) Open Source Technologies (PHP, Perl, MySQL, etc.)Our next project-based service offering captures all other outsourced solutions we are capable of providing. Like I mentioned earlier in our discussion, one of the strengths that has helped our group thrive for over 25 years is our ability to be flexible and adapt to our clients’ needs.
- #10 I hope I’ve provided you a solid overview of what type of services we provide for our clients. I will now give you a snapshot of the overall Theoris organization and how we fit into the larger Theoris Group parent organization. Our company, Theoris Inc, is one of three privately-held sister companies that make up Theoris Group. Our two sister companies are Maetrics, LLC and Theoris Software, LLC.Maetrics provides quality and regulatory compliance services to the FDA-regulated medical device, pharmaceutical, biotech, and nutritional industries. Maetrics’ consultants travel all over the country, and sometimes the world, to assist clients with compliance and regulatory challenges. You can visit maetrics.com if you would like to learn more about this part of Theoris Group.Theoris Software produces and supports our patented Vision software product. Vision is an executive dashboard solution that can access information from a variety of sources without the need for application interfaces. Vision then displays key performance indicators graphically with the ability to drill down into details. All of this is done quickly and easily in a web based environment. More information about Vision is available at www.theoris.com/software.
- #11 The specialized services we just discussed are only one aspect of what has allowed Theoris to achieve such a legacy of success in the field. There are some key practices that set us apart from our competitors and position us for continued growth, and I want to share these practices with you today.As you can probably guess by now, Theoris prides itself in providing its clients with consultants who are highly skilled in understanding and addressing client needs. Whether our clients need to analyze, design, develop, test, or manage technology solutions, we want to be the trusted source that makes their challenges a whole lot easier to face.Achieving these goals is an art we have developed during our 25 years of service. Despite what we’ve been able to accomplish, we all need to continue searching for ways to improve – expanding on our skills, and in turn, our business. Technology never remains static, and comparatively we can’t afford to stagnate as an organization. This is why constant improvement and self-evaluation is a consistent driving force that our employees need to emulate. Though our industry necessitates the ability to constantly adapt to change, Theoris has worked diligently to provide an organizational infrastructure that allows us to effectively respond to change in a predictable, repeatable way. This has helped us survive in a highly competitive market and really set ourselves apart. Our unique approach to solution delivery is facilitated through our Service Quality Objectives which are direct reflections of the qualities our clients have identified as most meaningful to them.
- #12 It’s important to determine what each customer perceives as important in order to deliver good customer service. I’d like you to also keep in mind that customer service is internal, as well as external. That means that customer service applies equally to interactions with clients as well as Theoris employees .If you think about the most common customer service interactions that we experience, such as trying to order takeout, talk to a help desk, or get a refund at a store, we realize how much we appreciate it when someone makes the effort to listen to our needs and try to solve our problems. Even if we don’t always get our problems resolved immediately or completely, we usually feel better about the situation when help is actually helpful. And - when our problems are solved, we’re even happier.That’s the feeling that we want our clients to experience. We design excellent customer service into our everyday activities by meeting and exceeding our Service Quality Objectives.
- #13 Theoris defines customer service through its Service Quality Objectives, or “SQOs.” Our SQOs are divided into two categories – ‘Service Basics,’ or the minimum requirements that get us through the door, and ‘Service Differentiators,’ or those that get our consultants great feedback and help gain our company repeat business and referrals which is a benefit to us all.As professionals, the baseline requirement of us in a business setting is that we are competent and reliable, and these two expectations define our basic level SQOs. Competence and reliability will help us survive an engagement, but won’t leave a lasting impression – good or bad. If we desire to grow as professionals and as an organization, and leave a positive and memorable impression on our clients, what sets us apart?
- #14 At Theoris, we believe this pivotal factor is found in our SQO differentiators. These difference-making quality objectives are: ProfessionalismCommunicationConcernCourtesyResponsivenessConfidentiality These qualities sound simple on the surface, but putting them into practice takes a consistent, thoughtful effort. Let’s now look closer at both our basic and our differentiator SQOs to broaden your understanding of the details involved in successful service delivery that sets us apart.
- #15 Competence, one of our two “service basics,” includes keeping your skills and knowledge current, being fully informed about your subject area, and recognizing and acknowledging both strengths and limitations of a given technology or methodology. Our clients expect these skills as an automatic when they give us the opportunity to do business with them. But – will our competence make us memorable? A study by Harvard and the Carnegie Institute suggests that our competence will not leave a lasting impression with our clients. This study included 10,000 people who had recently lost their jobs. Of these people, only 15% were cited as having lost their job due to their skills or intellect. 85% lost their jobs because they were not perceived as being capable of working well with others.Even though the business we are in revolves around being capable of providing technology based solutions, we need to step back and realize that this is only one small piece of the puzzle. Competence is our only SQO that addresses anything directly related to technology, and as I mentioned before, our clients expect this quality to be a given. None of our Service Differentiators have a direct relationship to technology. Technical competence is just the minimum starting point that gets us in the door. The other SQOs keep you there and make you successful.
- #16 Reliability, our other “service basic” is defined by consistency in your performance. When you consistently respect other peoples’ schedules by being prompt and making the best use of everyone’s time, energy, and skills, you will build trust. This is about meeting deadlines and not letting the client down. It’s a basic essential to success in any business.
- #18 So showing up is half the battle – what is the other half? You guessed it – our SQO differentiators. You may have noticed the number 2-1-2 earlier in this section – any idea what that number stands for? Yes – it is an area code in New York, but what else does this number represent? If you guessed the boiling point of water, you are right! So, why mention the boiling point of water? Here’s an analogy for you - let’s step back and look at our SQO basics again and think of them as heat applied to water. If we live out our SQO basics consistently, we will generate some very hot water – 211 degrees to be exact. But - this water will not boil. It’s that one extra degree that we need, and that one degree can make all the difference. The extra degree you need is found in our SQO differentiators. Once that extra degree comes into play and you hit 212 degrees, this boiling water creates steam, and steam is able to power a train. Without that extra degree, you are back to plain hot water. Adding just a little extra touch to what you do for your clients can make a similar difference – and can be all the difference in the world.
- #19 Let’s think about an example of a well-known company that tries to build a little extra into what they do. You saw a commercial for FedEx on a previous slide. FedEx wants their customers to believe that speed and reliability is built into their business and serves as that extra degree added to what they do. Have you ever noticed the arrow that is built into their logo? If you haven’t, let me show you. This is a very clever representation of what FedEx wants its customers to feel. Without having to come out and say it, FedEx conveys a strong message here in this arrow which represents momentum, or speed. You might consider it ‘hidden,’ but I think a better way to look at it is ‘built-in’ – and once you know it’s there, you will never forget it. Or logo?
- #20 Here is a listing of the SQO differentiators you should strive to build into service delivery to make yourself and Theoris memorable:ProfessionalismCommunicationConcernCourtesyResponsivenessConfidentiality
- #21 So let’s begin our discussion of these SQO differentiators that will make us memorable by looking at professionalism. Professionalism can be hard to define. It is like viewing art: hard to put into words, but we know it when we see it. Professionalism has many components such as knowing and following guidelines, maintaining composure, communicating with respect, and contributing to a common goal, to name a few. Generally, professionalism involves maintaining high standards and always striving to meet or exceed those standards. As individuals, we ultimately own these standards, but they should be driven by our clients’ expectations. In our case, the easier the technical task, the more important it is to display professionalism and add that extra degree to what we do to make us stand out. Professionalism can be embodied through an infinite number of daily examples, but when it comes down to it – professionalism must be built into ‘how’ we do things in order for it to be reflected in ‘what’ we do. Here are just a few examples of ways you can convey professionalism.Follow dress code – or in other words, don’t cut corners on your appearance as the character in the video we just viewed did. Our dress speaks volumes about how important we feel our customers are. Take this to heart and make the effort to look polished.Maintain an organized workspaceRespect others opinionsDon’t bring your personal life to workFollow the client’s office protocol This quality needs to be reflected in all that we do, and it should be tailored to our unique client’s perspective.
- #22 The video you just saw is a great lead-in to our next SQO differentiator – communication. Everything we do – or sometimes don’t do - that can be noticed by the client - is a form of communication. With this in mind, we need to remember to be mindful of exactly what the client is seeing at all times. A study was conducted by UCLA indicating that 55 percent of communication effectiveness is determined through our non-verbal actions, or body language, while 38 percent is gauged by voice quality, and only 7 percent is determined by the words used. This is an interesting statistic to think about. As we discussed with our SQO basic of competence, our technical knowledge or the words we use are just one piece of the pie, and a small slice at that. It is the way in which we conduct ourselves and communicate that make up the rest. Active listening is the most critical piece of communication, and this quality is in line with UCLA’s study. Active listening means that instead of thinking about what we’re going to say next, we’re paying attention to the person who is talking, and indicating this through empathetic, nonverbal cues such as eye contact and appropriate responses in our facial expressions. If you’ve been actively listening, a good way to validate this is by asking the speaker a confirming question such as ‘let me make sure I understand you clearly – or - so what you’re saying is….’ Not only will this show the speaker that you are truly engaged in your conversation, it just may uncover gaps in your interpretation of the conversation or spark additional discussion. This simple step can save you a great deal of time and uncertainty as you work to satisfy your client’s needs.
- #23 Active listening is the most critical piece of communication, and this quality is in line with UCLA’s study. Active listening means that instead of thinking about what we’re going to say next, we’re paying attention to the person who is talking, and indicating this through empathetic, nonverbal cues such as eye contact and appropriate responses in our facial expressions. (Show comparative photo of person with warm expression and good eye contact versus someone with sour expression or who looks aloof and pose question of which version would leave a more positive impression and put you at ease)If you’ve been actively listening, a good way to validate this is by asking the speaker a confirming question such as ‘let me make sure I understand you clearly – or - so what you’re saying is….’ Not only will this show the speaker that you are truly engaged in your conversation, it just may uncover gaps in your interpretation of the conversation or spark additional discussion. This simple step can save you a great deal of time and uncertainty as you work to satisfy your client’s needs.
- #24 The employees you just saw in this recent ad for Southwest Airlines are an extreme example of showing concern for your customer. Concern directly evidences your active listening abilities by responding appropriately and empathetically to a client’s burdens. In the case of the baggage handlers from Southwest, they showed empathy for something important to their customers – their luggage. One of the best ways we can show concern is by letting our clients know that we understand and care about the big picture, and that we are on their side. Whatever the specific scope of our project entails, it is safe to assume that the common theme of performance that is better, faster, and less expensive is somewhere part of our client’s needs and expectations. Let’s take an introduction to a new key contact at our client’s organization as a good case in point to exhibit our level of concern. When asked what our role is by this new key contact, we should be able to articulate where we fit into the big picture, keeping in mind our clients’ culture, values, and goals. In this particular case, concern is the difference between saying “I’m an Oracle DBA” and saying “I’m helping to upgrade your inventory management system to expedite delivery and reduce costs.” By putting a little more thought to how you introduce yourself, you can turn a bland, descriptive statement into a direct connection to your client’s need. Along with the words you use, don’t forget to use appropriate body language and tone of voice as we touched upon with our Communication SQO Differentiator.
- #25 Most of us were taught the concept of courtesy from an early age. In fact, courtesy itself is a very basic human skill, but we shouldn’t downplay just how impactful and easily neglected it can be in our daily interactions. Courtesy in its purest of forms involves each of us doing our part to make the interactions we have pleasant and smooth such as holding the door for someone or holding up our end of the workload. We can propel courtesy to the next level by taking the time to tailor our behavior to the client’s specific expectations.Let’s look at some real-life examples of being courteous in the workplace. One of our SQO basics, reliability, can be achieved automatically if we are courteous to our clients. For example, being respectful of the client’s time by showing up and leaving when we are supposed to and asking - “Is now a good time?” - before starting into a discussion, will showcase our level of courtesy, while enhancing their view of our reliability.
- #26 The Traveler’s Insurance umbrella is an iconic representation of responsiveness that goes above and beyond. In the ad you just saw, the guy with the umbrella is literally always there, ready to spring into action when the customer has a need. We don’t need to follow our customers around, but hopefully you get the idea – we need to be ready to respond to their needs at a moment’s notice. As you have probably started to notice, all of our differentiating SQOs closely interrelate and build upon one another. Our current differentiator, responsiveness, is a quality that provides a good example of each of the other differentiator SQOs we have already discussed – professionalism, communication, concern, and courtesy. One simple but effective way to demonstrate our responsiveness is by simply acknowledging that we have received our clients’ communication. It may seem easy to postpone our response to an email or a voice mail until we have the complete answer, but acknowledging the question promptly lets the client know you understand, and are working on it. This simple, courteous response allows them the reassurance they need to go back to their other priorities while you solve their problems.
- #27 Trust is gained or lost through how we live out our Service Quality Objectives. A very real way in which we can earn our clients’ trust in us is by respecting and protecting their confidentiality. We have all signed a non-disclosure agreement when we joined Theoris and we do this because our clients share with us their problems and flaws as well as their unique business practices and direction. Confidentiality means that we understand the appropriate context for when to - and when not to - share this valuable information. If we are uncertain if something can be shared – check first with your client or your consultant liaison. Let’s think about this concept from a different vantage point – consider the fact that once information has been shared, whether it is shared on purpose or inadvertently, it cannot ever be ‘unshared.’ When we look at confidentiality from this perspective, it creates the realization that we need to always be vigilant of who could be listening, especially when we are in a public setting. This vigilance is imperative when considering the sharing of information that is personal as well as proprietary corporate information – both Theoris’ and our clients.’
- #28 I hope you were able to gain some useful tips from the differentiator SQOs we just discussed and can put these principles to good use when interacting with our clients and your fellow teammates. Just remember to actively listen as Dana Carvey suggests in the clip we just watched, and pay attention to the bigger picture. If you have the desire to own the qualities we just talked about, I’m confident you will succeed at providing that extra level of customer service that Theoris consultants strive for.Usually, we will receive training about ‘what’ we’re doing and ‘how’ it should be done. If we want to learn about exactly ‘why’ we’re doing a particular task, however, we have to take that first step ourselves, and ask.We strongly encourage every Theoris consultant to put forth that extra effort, and really understand our clients’ goals and needs. Putting all of Theoris’ SQOs into daily practice is an excellent step towards achieving this objective.So – why are the customer service ideals defined by our SQOs so important? These customer service practices are the non-verbal actions that define our team as ‘consultants and experts’ rather than ‘technicians and temps.’ Our clients often ask us for services that are tied to a specific technology because that is how they know to best express their needs with words. What we want our consultants to do is to seek out and understand the underlying needsand thought processes that cause a client to ask for a particular technology or service.As we all know, specific technologies come and go, but there’s always a need for solutions. Expecting anything other than constant change is unrealistic. Being open-minded to change gives us the multiple options we need to identify the best solutions.Anyone can program a computer , but only a few can provide the comfort and peace of mind that comes from good customer service. If you take the SQOs we just talked about to heart and put them into practice every day at work, we are confident that you will deliver the level of customer service our clients deserve.
- #29 I hope this presentation has helped equip you to hit the ground running in your new position with Theoris. Our goal is to make certain you are empowered with a sense of camaraderie, guiding principles, mutual respect, and forward momentum. You wouldn’t be here today if we weren’t confident in your ability to meet this goal.We want our clients and our employees to know that Theoris is a solutions company driven by expert consultants. Though we possess technical expertise, our performance is truly driven through our Service Quality Objectives which set us apart and enable us to exceed our clients’ expectations.Remember that we are a team that is here to help each other out and continuously building upon our strengths. On that note, we conclude our orientation. If you have any questions, please feel free to contact your Consultant Liaison or Elaine Breen in Human Resources. Thank you for taking the time to view and listen to this orientation. As a reminder, this presentation can always be accessed from our ‘Employee Resources’ site if you want a refresher on any of its content. Welcome aboard!