ABSTRACT
Organizations have changed dramatically since the introduction of personal computing. Networks alone have brought legitimacy to standards for the desktop. Client servers now hold and run critical applications. Access to information highways is becoming a strong factor to competitive advantage. Making the transition to a consultative approach to client support requires the IT manager to learn and understand the differences among needs, expectations, problems, and solutions and then train the support staff to make the same distinctions. By using a productive-customer philosophy, the IT staff could be much more consultative in discussions with end users. A consultative dialogue would enable support people to determine needs, problems, expectations, and solutions. When running multiple feedback sessions, the IT manager and support staff — as well as the outside facilitator if one is used — should debrief each other between sessions.
