Customer Service Skill for Field Service Personnel

Customer Service Skill for Field Service Personnel



















Objectives

















This course is to help Field Service Personnel

















“Exceeding customer’s expectation” is always the golden rule for the service personnel. However, the golden rule is the unachievable moving target. Because, the customers’ expectation is not a SMART goal, it is always changing. However, the satisfied customer is not necessary to be a loyalty customer, which means what we are chasing is not the ticket for the making money. Hence, we need a new goal to pursue, and a new way to do our jobs.

















There is always request will be emerged. Therefore, SOP is a method to ensure the request will be fulfilled, bot sometimes are not. SOP is a good way to do thing in stable environment, not in a modern VUCA (Volatility, Uncertainty, Complexity and Ambiguity) world.



















Outlines



















Module 1: The challenge of the customer service

























The traditional paradigm of the customer service

























The challenges of the traditional paradigm

























New paradigm and opportunity

























Four principles of effortless

























Activity: What is the top 10 issues



















Module 2: Minimize the channel shift

























Types of service channel

























Impact of the channel switching

























How to analyze the favorable service channel

























Activity: Analyse current channel



















Module 3: To solve from the root

























Challenges of the customer service

























Customer’s request and unspoken request

























How to analyze the unspoken request

























Activity: how to avoid the unsolved solved issues



















Module 4: How to lift customer’s experience

























Opportunity and payback of the experience

























Avoid to say “No”

























To make customer aware our passion

























To treat customer based on their social styles

























Activity: analyze self social styles and role play



















Module 5: EQ, IQ, CQ

























The impact of EQ, IQ and CQ

























How to earn the trust from supervisor

























How to connect the company goals with the daily job

























To setup the supporting network within

























Activity: Connect the company goals with daily job



















Module 6: ARCI working method

























The challenging to do the job

























The challenges of SOP

























Principles of ARCI

























ARCI module

























Activity: Invite the consultant to solve our process problem



















Module 7: Internal communication

























How to write effective email

























How to work with someone you don’t like

























How to influent other to work



















Module 8: Communication with customers

























How to apologize

























Handle unreasonable request

























Handle unhappy customer

























Handle unfair criticism

























Deliver bad news

























Communication under the crisis



















Period: 2 days