field service professional course outline - Service Strategies

Field Service ProfessionalCourse outlineFIELD SERVICEPROFESSIONALCustomer service is not a one-size-fits-all skill.Engineers who provide field service face specificchallenges that require on the spot thinking and ahigh level of confidence and control, while buildingand maintaining customer rapport. This blendedlearning course will teach both experienced andnew field service engineers unique customer serviceskills to ensure success in their high expectation andcomplex environment. Developed specifically for thetechnical field engineer, Field Service Professionalprovides interactive online learning with on-the-jobtools for the field engineer combined with a skillsreinforcement module for the field manager. Thiscomprehensive format, along with industry certification,provides a complete, continuous learningprocess for today’s field engineers.Module 1:CommunicationFundamentalsManaging Customer Perceptions▪ Describe how to turn customers into partners bydriving customer loyalty and satisfaction throughthe service product.▪ List the factors that contribute to successfulcustomer perception management.▪ Describe how to manage customer expectations.▪ Explain the value of gaining customer feedbackincluding customer complaints.▪ Describe how to show value and confirmsatisfaction with the customer.Making Communications Successful▪ Describe how to engage the customer so theyare involved and focused on what is being said.▪ List barriers to communication and describetechniques to overcome them.▪ Identify and use the rules of cross-culturalcommunications.▪ Describe the ways that adults process and retaininformation.▪ Describe three adult learning styles.Listening Effectively▪ Describe realities associated with effectivecommunication.▪ Use the three factors of selective listening forcommunicating understanding.▪ Use techniques to get and keep the customer’sundivided attention.▪ Describe how to get customer buy-in.▪ List keys to better listening.Module 2: Understanding Yourselfand Your CustomerEffective Questioning▪ List four types of questions for maintaining controland give examples of each.▪ Provide examples of questions to clarify thecustomer situations.▪ Provide examples of questions to overcomecustomer assumptions or your own assumptions.Knowledge Levels▪ Describe the four levels of adult knowledge andgive an example of what a customer sounds likeat each level.▪ Demonstrate a strategy for successfulcommunication with each level.▪ Describe how to effectively deal with thedynamics of the Levels of Knowledge.17075 Via del Campo, San Diego, CA 92127Tel 858.674.4864 ▪ Fax: 858.674.1192info@servicestrategies.com ▪ www.servicestrategies.com

Communication Preferences▪ Assess your own energy profile.▪ Identify and describe four different personal energy profiles.▪ Identify stressors associated with each energy type.▪ Describe how to deal with personality conflict with team members and customers.Service Above and Beyond▪ Understand the “service” product▪ Describe how to turn complaints into additional service opportunities.▪ Match company services and products to customer needs.▪ Professionally offer identified services and products.Module 3: Communication MethodsFace-to-Face Communications▪ Explain the importance of professional appearance.▪ Read body language cues to determine the real message.▪ Prepare and deliver professional presentations on products or project status.▪ Respond with control to hostile questions from the audience when presenting.Telephone Communications▪ Explain the importance of presenting a positive image.▪ Describe how to make your customers feel important▪ Describe techniques for communications power.▪ Identify the steps for putting a caller on hold and transferring a call.Electronic Communications▪ Name at least three rules of protocol for electronic communications.▪ Describe professionalism as it relates to electronic communication.▪ Write an example of each of the five elements of clear writing.Module 4: Challenging CustomersManaging Challenging Situations▪ List the three steps to effectively say “no” to a customer.▪ Apply the three steps to deliver negative news, including increased scope of work.▪ Name the steps to properly prepare for escalation.▪ Use specific phrases and techniques to overcome customer objections.Basic Steps in Negotiating▪ List the rules of negotiation.▪ Use questions and statements to drive information gathering and cooperation.▪ Follow the sequence of steps for negotiation success.17075 Via del Campo, San Diego, CA 92127Tel 858.674.4864 ▪ Fax: 858.674.1192info@servicestrategies.com ▪ www.servicestrategies.com

▪ Recognize and apply strategies to typical tactics used by customers to influencethe outcome.Working with Difficult Customers▪ Name the four stages of conflict.▪ Apply communication strategies to neutralize conflict and prevent escalation.▪ Identify the seven types of challenging customers.▪ Describe two techniques to employ in dealing with each type.▪ Follow a series of steps to calm an angry customer.Module 5: Maintaining Confidence & Credibility / EffectiveTeamworkMaintaining Confidence & Credibility▪ Examine your own level of confidence and how it affects job performance.▪ Name at least two techniques for answering questions confidently.▪ Use positive words and phrases to create confidence.▪ Name at least three topics to avoid with the customer to protect company credibility.▪ Respond to challenging questions by telling the truth while protecting companycredibility.Effective Teamwork▪ Compare advantages, disadvantages, and challenges of teamwork.▪ Use both analytical and interpersonal behaviors in working with teams.▪ Describe requirements of an effective team leader and team member.▪ Determine your teamwork profile and how it affects your role as a team member.Module 6: Basic Organization and ProductivityStress Management▪ Name specific signs of stress that affect your ability to work effectively.▪ Identify events that cause you stress on the job.▪ Create stress relievers to prevent stress from becoming burnout.▪ Break barriers that prevent you from taking control of stressful situations.Time Management▪ Choose actions to accept, avoid, alter, or adapt to stressors.▪ Write goals in SMART format.▪ List daily tasks and categorize to become proactive in decision-making.▪ Use FIRR technique to communicate which tasks to focus on.▪ Rely on team and strategies to stay on track.17075 Via del Campo, San Diego, CA 92127Tel 858.674.4864 ▪ Fax: 858.674.1192info@servicestrategies.com ▪ www.servicestrategies.com