Presentation of value added performance and professional communication with customers

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1 Presentation of value added performance and professional communication with customers What else does the customer expect - apart from a reliable product? Become a customer coach! Consultant, solution provider and partner for a long term customer relationship Become a Certified Service Specialist! Focus of the content: Service employees contribution to the company profit in Field Service and Support. Customer expectation and requirements within Field Service and Support Professional and customer-focused presenting of product and service performance customer-centred negotiations Identification of customer potential Understanding and mastering conflicts as disguised opportunities Organisation of flexible/mobile Service Business Addressing Full-Service contracts and repair orders Dates and Investment: Certified Service Specialist (ISS) in Hamburg 6 days intensive training 3.640,- + VAT Final Examination 400,- + VAT ISS ServiceAcademy International Services and Solutions GmbH Dorotheenstarße 29 A Hamburg Fon: 040/ Fax: 040/

2 Objectives of the Training: Participants will learn and apply How Marketing, Sales and Service interact How the controlling approach will support the Service Business How service-centered business can contribute to your added value and competitive advantage How to build up a longterm customer relationship How to prepare customer visits and negotiate professionally How to identify and develop core competence How to cope and change challenging or stressful situations into a positive thinking spiral Agenda: Day 0 (Sunday) Welcome and kick-off Welcome Picture of me Introduction into programme and business view on services o Service today trends for tomorrow - Role of Service - Tasks of Service employees in Field Service and Support - Link to TPM-Training and methodology of TPM Group Dinner Day 1 Monday - Essentials of customer responsibility & economics for service employees Significance of customer competence for service employees in Field Service and Support From customers desire to service product customer requirements Quality of costumer relationship requirements for service consultants Basics in economics o effective benefit argumentation o Installation of spare parts and the economic effects economic evaluation of parts replacement o Influencing factors on operating profit and service employees - opportunities in Field Service and Support Service a customer-centered added value system o Tasks of service consultants o Interdependencies of departments incl. Marketing and Sales Page 2 of 4

3 Day 2 Tuesday - Successful negotiations The personal attitude and its impact on objectives and results in Service Business Appearance of service employees Professional phone consulting Analysis of situation, targeting and planning Negotiation techniques for a successful cooperation with the customer Building up trust rules for a successful customer relationships Day 3 Wednesday - Identification of customer potential Essentials of customer-centered communication Customer benefit argumentation Professional and customer-centered product and service performance presentation Day 4 Thursday - Active complaint management and managing conflicts Understanding and coping with conflicts Complaints as disguised opportunities Preparation and follow-up of complaints Solution strategies and customer-centered negotiation Aids for argumentation for selected situations out of daily business in Field Service and Support - No first time fix - Sales promise - Behaviour of colleagues - Missing spare parts - Delay in performance - Price for the performance Cases Day 5 Friday Feedback and action plan Individual action plan implementation tasks Final summary Feedback Final Examination Participants Benefits: Within the scope of this comprehensive certified training (6 days plus Final Examination) participants will learn and apply their understanding of Marketing and Controlling know how. They will train their awareness on personal contribution to the Service Business process. They will acquire the essential requirements for customer-centered thinking and acting. Furthermore participants will learn how to influence negotiations and solve conflict situation and thus create a long term customer relationship. Page 3 of 4

4 Information and registration with ISS International Service Business School of Service Management International Services and Solutions GmbH Dorotheenstraße 29 A Hamburg Fon: +49-(0) Registering is easy. Just send us a simple . The core competence of ISS International Business School of Service Management is the development and optimisation of customer-customer relationships. All our activities focus on the basic question of how to keep our customers customers coming back to our customers. You will find more about ISS International Business School of Service Management at: Page 4 of 4

5 Anmeldung für Lehrgang/Seminar Starttermin Teilnehmer Name Vorname Position Abteilung Unternehmen Straße, Hausnummer PLZ, Ort Telefon mit Durchwahl (Durch die Angabe Ihrer -Adresse erklären Sie sich einverstanden, s von der ISS Hamburg zu erhalten. Diese Zustimmung können Sie jederzeit widerrufen.) Anmelder Name Vorname Position Abteilung Unternehmen Straße, Hausnummer PLZ, Ort Telefon mit Durchwahl (Durch die Angabe Ihrer -Adresse erklären Sie sich einverstanden, s von der ISS Hamburg zu erhalten. Diese Zustimmung können Sie jederzeit widerrufen.) Wie haben Sie von uns erfahren? Ort, Datum Unterschrift Schicken Sie mir bitte unverbindlich detaillierte Informationen zum Lehrgang/Seminar zum TWS Trendworkshop Service zur ISS International Business School of Service Management Kontaktieren Sie mich zum Thema Inhouse Training Tel.: +49 (0) Fax: +49 (0)

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