EVERYTHING is service and without service everything is NOTHING. (Carsten K. Rath)
EXCELLENCE IN SERVICE
for Service Technicians
In addition to technical expertise – What really matters during customer visits
These days excellent customer service is an important competitive advantage. Whenever a customer needs support, service technicians with their expertise are in demand. Customer service technicians often spend more time with the customer than their sales counterparts.
Their appearance, their attitude, their behaviour and way of conducting conversations have a direct impact on your company's reputation. The "last" impression of a service technician is like a business card of the company and thus has a great influence on future purchasing decisions of the customer.
Your benefits:
- In this training, technicians and service personnel will learn what is important -in addition to all technical knowledge- during customer visits.
- However, dealing with complaints "correctly" offers enormous opportunities for sustainable customer loyalty.
- Your employees will also learn those compelling behaviours and practices that allow them to differentiate themselves from the competition in their "appearance" and performance.
- This training will give your technicians and service staff more security and competence in dealing with customers.
- They will learn how to master critical conversational situations with self-confidence
- and how a trusting cooperation with your customers creates the basis for possible additional sales.
Contents
The right appearance at the customer’s
- Why is the first impression crucial?
- What do my customers expect from me?
- What is my inner attitude towards the customer?
- How do I create an atmosphere of trust?
- How do I create a positive conversation atmosphere?
- How do I analyse the situation correctly?
- Why is a complaint an opportunity for my company?
Basics of communication
- How do I speak in the customer's language instead of "technician-Latin"?
- How do I conduct the conversation with difficult customers?
- Which phrases are harmful and why should I avoid them?
- How do I listen "actively" and what question techniques are effective?
- How do I express negative issues in a positive way?
- How do I deal correctly with customer objections?
Satisfied customers are loyal customers
- How do I "win" the customer for the best solution?
- How can I inspire the customer with benefit experiences?
- How do I find starting points for additional sales?
- How do I achieve the best possible flow of information and an optimum cooperation with all departments of my company?
Target audience
Technicians and service personnel in touch with customers on a regular or occasional basis.
