| This program is approved by the Service and Support Professional Association for training prior to the SP-1 certification. |
GETTING TO THE HEART OF FIELD SERVICE™
| The program is also accredited by CompTIA. |
Online and Classroom Learning for Blended Impact Take advantage of the efficiency of online learning together with the effectiveness of the classroom experience in this flexible and powerful program. It was built to accommodate both your time-constraints and your budget! |
influence, negotiation, change management training, influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
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management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
influence, negotiation, change management training, influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
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support, getting to the heart of email, the other side of service
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
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Overview of GETTING TO THE HEART OF FIELD SERVICE™
Make the connection with the complete training program
for perfect customer-focused field service calls. Developed
especially for technology-based industries, Getting to the
Heart of Field Service™ teaches your employees the skills
they need to interact positively with customers in the field.
They’ll leave the class feeling motivated and excited about
their jobs and ready to deliver world-class service.
Audience
The perfect course for:
Program Topics
Want more Information on this program? Phone us at 940-725-0057 or Email Us
Make the connection with the complete training program
for perfect customer-focused field service calls. Developed
especially for technology-based industries, Getting to the
Heart of Field Service™ teaches your employees the skills
they need to interact positively with customers in the field.
They’ll leave the class feeling motivated and excited about
their jobs and ready to deliver world-class service.
Audience
The perfect course for:
- Hardware and software support engineers
- Field service engineers
- Administrative/logistical support
Program Topics
- Showing Customers You Care
. • Combining technical know-how with interpersonal skills
. • Recognizing and addressing customers' non-technical needs
. • Integrating ethics and values into the field service environment
Making a Positive Impression
. • Projecting a positive image
. • Using simple, positive language
. • Understanding the power of body language
Establishing a Relationship
. • Creating a professional impression when greeting customers
. • Setting customer expectations for service
. • Building rapport with customers
Understanding Customer Needs
. • Using an efficient questioning strategy
. • Honing your listening skills
. • Confirming your understanding
Evaluating and Managing the Situation
. • Classifying and working the problem
. • Handling requests for increased scope of work
. • Briefing the customer
Ending the Service Call
. • Adding value and closing the call
. • Documenting the call
. • Following-up after the call
Managing Challenging Situations
. • Adjusting expectations
. • Cooling down challenging situations
. • Escalating the call
Delivery Options
The flexibility trainers have in delivery methods is key to the popularity of our
customer service training program with trainers and managers. We offer five types
of delivery so that you can select a delivery method that fits your needs and budget.
Trainer-led Classroom for High Impact
Create meaningful classroom interaction by using one of our trainer-led programs.
Purchase a ready-to-use trainer’s manual, attend a Train-The-Trainer workshop for
additional support, or let one of our impact-certified trainers deliver the training at
your location.
Self-Paced for Immediate Impact
Get immediate results with our self-paced workbooks. They’re easy to follow and full
of examples, exercises, and job aids. Your employees will learn valuable skills at an
affordable price.
Online/Classroom Learning for Blended Impact
Take advantage of the efficiency of online learning together with the effectiveness of
the classroom experience in this flexible and powerful program. It was built to
accommodate both your time-constraints and your budget!
Tailored Programs for Full Impact
Work directly with our training designers to tailor a classroom or blended online
program that is specific to your organization’s requirements.
Continuous Improvement for Sustained Impact
Get the highest value from your training investment by continually improving
performance. Our coaching program, Coach’s Toolkits, motivational items, and
certification program help you sustain the valuable skills that lead to improved
customer satisfaction and increased profitability.
Want more Information on this program? Phone us at 940-725-0057 or Email Us
Call Center Training that Works!
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| Our Call Center Training has organizations including but not limited to: Compaq Computer Corp. Credence Systems Corp. Dell Computer Corp. Gateway Computers Siemens IT Services IBM Macromedia Cellular One Centennial Wireless Motorola Nortel Networks U.S. West Verizon La Opinion (LA Times) San Diego Tribune The Columbus Dispatch AXA Advisors Financial Bank of America Citizens First Saving Bank Discover Financial Services Federal Reserve Bank Norwest Bank The World Bank U.S. Department of Treasury J.P. Morgan Chase GPU Energy Shell Trading Gas and Power UtiliCorp Blue Cross and Blue Shield Group Health Cooperative Inland Empire Health Plan L.A. Care Health Plan Welch Allyn, Inc Colgate |
| Implement our program to insure that your investment gets results. |