If you work as an organizational consultant, you are sure to hear all types of request from clients. Instead of consulting with you the client actually brings you a solution that he or she wants implemented. You know that it is the wrong thing to do and more importantly it will not provide them the results that they are look for. So, what do you do?

This is the story of one of my favorite client engagements. I call it "Disconnecting the Phone Doctor." Take a look at the client's request and you'll understand why.

THE TRAINING REQUEST The manager said that he had 125 people in the technical center and that they had recently experienced an 8% drop in our customer satisfaction and responsiveness ratings. Customers reported that the phone rang too many times before being answered, the hold times were too long, and sometimes there was no answer at all. The customers said that they had to call back to get an issue resolved.

Could you please deliver "Phone Doctor" training?

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