Get­ting to the Heart of Field Service ™

Give your engi­neers the pro­fes­sional cus­tomer ser­vice skills they need with the com­plete train­ing pro­gram for per­fect customer-focused field ser­vice calls. Devel­oped specif­i­cally 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. Engi­neers will leave the pro­gram feel­ing moti­vated and excited about their job, and ready to deliver world-class service.

This course is pre­sented either via blended learn­ing (which include on-line mod­ules and follow-up class­room ses­sions), or in the classroom.

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Course con­tent:

Mod­ule 1: Show­ing Cus­tomers You Care

• Com­bin­ing tech­ni­cal know-how with inter­per­sonal skills
• Rec­og­niz­ing and address­ing cus­tomers’ non-technical needs
• Inte­grat­ing ethics and val­ues into the job

"The train­ing was great for the entire team. It improved the cus­tomer ser­vice skills and put the entire team on the same page speak­ing the same cus­tomer ser­vice lan­guage." Michael Thome, DVS Sr. FE Man­ager, Motorola

Mod­ule 2: Mak­ing a Pos­i­tive Impression

• Pro­ject­ing a pos­i­tive image
• Using sim­ple, pos­i­tive language
• Under­stand­ing the power of body language

Mod­ule 3: Estab­lish­ing a Relationship

• Cre­at­ing a pro­fes­sional impres­sion when greet­ing customers
• Set­ting cus­tomer expec­ta­tions for service
• Build­ing rap­port with customers

"I've been in the busi­ness of cus­tomer ser­vice for over 20 years. This is the best cus­tomer soft skills class or course I have ever seen." Dan Berdar, Field Exe­cu­tion Spe­cial­ist, World­wide Tech­nolo­gies, Inc. (for­merly BancTec)

Mod­ule 4: Under­stand­ing the Issue and the Customer’s Concern

• Using an effi­cient ques­tion­ing strategy
• Hon­ing your lis­ten­ing skills
• Con­firm­ing your understanding

Mod­ule 5: Siz­ing Up and Man­ag­ing the Situation

• Clas­si­fy­ing and work­ing the problem
• Han­dling requests for increased scope of work
• Brief­ing the customer

Mod­ule 6: End­ing the Call

• Adding value and clos­ing the call
• Doc­u­ment­ing the call
• Following-up after the call

Mod­ule 7: Man­ag­ing Chal­leng­ing Situations

• Stay­ing pos­i­tive under pressure
• Cool­ing down chal­leng­ing situations
• Esca­lat­ing the call

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An Inno­v­a­tive Learn­ing Model

Recent stud­ies show that effec­tive learn­ing depends over­whelm­ingly on the sup­port pro­vided before and after train­ing. Impact’s pro­grams incor­po­rate an inno­v­a­tive learn­ing sys­tem that turns the tra­di­tional train­ing model upside down and places the empha­sis on the entire learn­ing process.

Learn more about our inno­v­a­tive learn­ing model, the Impact Learn­ing System™

Cre­ate Sus­tain­able Behav­ior Change

Impact has all the tools you need to cre­ate sus­tain­able behav­ior change.

• Get­ting to the Heart of Field Ser­vice™ includes job aids and action plans so engi­neers start improv­ing imme­di­ately after class.
• The pro­gram also includes four weeks of on-the-job activ­i­ties — all at no addi­tional cost.
• Our com­ple­men­tary coach­ing pro­gram Mak­ing It Hap­pen™ teaches front-line super­vi­sors and man­agers how to set goals at the team and indi­vid­ual level and how to coach toward those goals.
• Cer­ti­fi­ca­tion and recog­ni­tion pro­grams reward suc­cess and pro­vide step­ping stones on the path to con­tin­u­ous improvement.

After com­plet­ing Get­ting to the Heart of Field Ser­vice™, employ­ees will feel good about their accom­plish­ments, cus­tomers will rave about your excel­lent ser­vice, and you'll feel proud of your con­tri­bu­tion to the suc­cess of your company.

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