Overview

Developed specifically for technical field engineers, the Field Service Professional online training course offers a self directed, modular, and interactive online learning opportunity with on-the-job tools for the field engineers combined with a skills reinforcement tool kit for field leaders. This delivery method provides interactive teaching that enables participants to learn valuable information, and apply it to real world situations through local leadership reinforcement. Upon registration, students are provided access for 60 consecutive days to complete the course and a reinforcement tool kit is provided for the field leadership team.

Who Should Participate

This course is ideal for field service technicians and engineers, field service new hires, and members of a field organization that interact with customers.

Agenda

1. Communication Fundamentals

• Managing Customer Perceptions
  • How to turn customers into partners by driving customer loyalty and satisfaction through the service product.
  • Factors that contribute to successful customer perception management.
  • How to manage customer expectations.
  • Value of customer feedback including customer complaints.
  • How to show value and confirm satisfaction with the customer.
• Making Communications Successful
  • How to engage the customer so they are involved and focused on what is being said.
  • Barriers to communication and describe techniques to overcome them.
  • Rules of cross-cultural communications.
  • Processing and retaining information.
  • The three adult learning styles.
• Listening Effectively
  • Realities associated with effective communication.
  • Three factors of selective listening for communicating understanding.
  • Techniques to get and keep the customer's undivided attention.
  • How to get customer buy-in.
  • keys to better listening.

2. Understanding Yourself and Your Customer

• Effective Questioning
  • Four types of questions for maintaining control and give examples of each.
  • Examples of questions to clarify the customer situations.
  • Examples of questions to overcome customer assumptions or your own assumptions.
• Knowledge Levels
  • Four levels of adult knowledge and give an example of what a customer sounds like at each level.
  • Strategy for successful communication with each level.
  • How to effectively deal with the dynamics of the Levels of Knowledge.
• Communication Preferences
  • How to assess your own energy profile.
  • Four different personal energy profiles.
  • Stressors associated with each energy type.
  • How to deal with personality conflict with team members and customers.
• Service Above and Beyond
  • Service as a product
  • How to turn complaints into additional service opportunities.
  • How to match company services and products to customer needs.
  • How to professionally offer identified services and products.

3. Communication Methods

• Face-to-Face Communications
  • Importance of professional appearance.
  • Reading body language cues to determine the real message.
  • How to prepare and deliver professional presentations on products or project status.
  • How to respond with control to hostile questions from the audience when presenting.
• Telephone Communications
  • Importance of presenting a positive image.
  • How to make your customers feel important
  • Techniques for communications power.
  • Steps for putting a caller on hold and transferring a call.
• Electronic Communications
  • Three rules of protocol for electronic communications.
  • Professionalism as it relates to electronic communication.
  • Example of each of the five elements of clear writing.

4. Challenging Customers

• Managing Challenging Situations
  • Three steps to effectively say "no" to a customer.
  • How to apply the three steps to deliver negative news, including increased scope of work.
  • Steps to properly prepare for escalation.
  • Use of specific phrases and techniques to overcome customer objections.
• Basic Steps in Negotiating
  • Rules of negotiation.
  • Use of questions and statements to drive information gathering and cooperation.
  • Following the sequence of steps for negotiation success.
  • Typical tactics used by customers to influence the outcome.
• Working with Difficult Customers
  • Four stages of conflict.
  • How to apply communication strategies to neutralize conflict and prevent escalation.
  • Seven types of challenging customers.
  • Two techniques to employ while dealing with each type.
  • Steps to calm an angry customer.

5. Maintaining Confidence & Credibility / Effective Teamwork

• Maintaining Confidence & Credibility
  • Self confidence and its effects on job performance.
  • Two techniques for answering questions confidently.
  • Positive words and phrases to create confidence.
  • Three topics to avoid with the customer to protect company credibility.
  • How to respond to challenging questions while protecting company credibility.
• Effective Teamwork
  • Advantages, disadvantages, and challenges of teamwork.
  • How to use both analytical and interpersonal behaviors in working with teams.
  • Requirements of an effective team leader and team member.
  • Determining your teamwork profile and how it affects your role as a team member.

6. Basic Organization and Productivity

• Stress Management
  • Specific signs of stress that affect your ability to work effectively.
  • Events that cause you stress on the job.
  • How to create stress relievers to prevent stress from causing a burnout.
  • Overcoming barriers that prevent you from taking control of stressful situations.
• Time Management
  • How to accept, avoid, alter, or adapt to stressors.
  • Write goals in SMART format.
  • How to become proactive in decision-making.
  • Using FIRR technique to communicate which tasks to focus on.
  • Strategies to stay on track.

Certification

This course prepares participants to take an online exam and become a Certified Field Service Professional. Instructions on scheduling the exam are provided upon course completion. Training fees include the certification.

Registration Fees

The per student registration fee for this seminar is $495 and includes the certification exam and certificate.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule

Certified Field Service Professional

Online Self Study Seminar

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