Influential Skills for Service People

Influential Skills for Technical Service People

Background

There are three types of technical service people:

Presales Technical Support: the persons work with salesperson to prepare sales proposal for the clients.

Onboarding Technical Support: the persons to deliver the services or solutions after the contract was signed.

Aftersales Technical Support: the persons provide the regular technical support for clients’ operation.

Most of the time, the Presales will not have much of problems work with the salespersons, and always got the support from the salesperson accordingly. The challenges are heavily fall down to the service support for onboarding and after sales then. The challenges are:

The clients are different from each others. Most of the time, the project owner/window don’t have sufficient support from the clients’ organization. Hence, the onboarding technical support can’t get much support to move the project forward. The result is the project delay and customers’ dissatisfaction.

There are always politics involved in clients’ organization. It must be carefully to facilitate the process.

The user clients are always pushing the blames to the technical service people, no matter what’s happened.

Work with the technical back office to answer the questions from the clients. The information from the back office is limited, hard to satisfy clients’ inquiry.

The designed purpose of this training program are:

Influential power: the basic concept how people will be influenced. How service people take the best from the influential skills.

Accountability: To help technical service people to understand there is only way to face the challenges from clients is: Accountability. Accountability is the best attitude to satisfy clients’ inquiry. However, accountability is not a popular mindset in China (compared to responsibility). The responded attitude in clients’ inquiry will define the attitude from clients.

Professional: How to behave the way to meet clients’ expectation. We are always told to be professional, however what is the definition of professional?

Inquiry Receiving: The call from clients’ users are not only want to solve the problems, but emotion too. That means the technical service people is not only solve the problem, but ease the nerve too.

Persuasion skills: there are tasks need to be implemented by clients, then persuasion skills kick-in. The technical service people needs to convince clients’ persons to do something for themselves. The technical service people also need to know the client’s internal relationship map, to facilitate the task forward.

Benefit

After the training, the participants will learn:

Understand what is the influence power without authority

Utilize the principles of the influence toward clients’ satisfaction

To face the clients’ inquiry fearlessly, to solve internal bad feeling smoothly

Have a big picture what is the definition of the professional, and get an idea how to improve proactively

Handle client’s emotion to lift the satisfaction, and identify the root cause right on the spot

Identify the relationship map in clients’ organization as the foundation to facilitate the project forward

Persuade client to do something skillfully, to make clients believe that is the best way to do for their own interest《Influential Skills for Technical Service People》

Module

Outline

Time (m)

Activity

Introduction

Opening by host

Ice breaking

Ground rules

Overview of the program

Activity: What is the challenge?

30

Lecture

Small game

Group discussion

Module 1

Principles of Influence

Objective: to help participants to understand why people will do what we want them to do

Three types of influence method

The definition of the Influence

The results of influencing

10 principles of influencing

Activities: Self evaluation on the 4 categories of influence skills for Technical Service People

90

Lecture

Demo

Group discussion

Self-evaluation

Module 2

Accountability

Objective: to help participants to face the challenges fearlessly

Definition of accountability and responsibility

Accountability is the result oriented

Critical moment and responses

Vortex of decadence and ShengYan Law

The result of accountable behavior

Activities: Categorized and methods

120

Lecture

Demo

Group discussion

Role Play

Self-evaluation

Module 3

Professional

Objective: to help participants to have a big picture what is the definition of the professional, and get an idea how to improve proactively

Definition of Professional

Category Map of Professional

Activities: to define participants’ own category map and self-evaluation

120

Lecture

Demo

Group discussion

Self-evaluation

Module 4

Inquiry Receiving

Objective: to help participants to handle client’s emotion to lift the satisfaction, and identify the root cause right on the spot

3 tiers of brain, and how they work

Questioning skills

Process to receive the inquiry

Response skills: no-no, anchor, helping, …

Structure of explore the situation, Situation, Target, Actions and Results

To solve the root cause

Activities: Develop own scripts and role play

210

Lecture

Demo

Group discussion

Role Play

Module 5

Persuasion skills

Objective: to equip participants with different persuasion skills

To treat customer based on their social styles

To draw the relationship map to identify the best pressing points

How to build up the relationship to gain trust

Persuasion skills to move tasks forward with clients

Activities: Develop own scripts and role play

210

Lecture

Demo

Group discussion

Role Play

Total training time

= C2+C3+C5+C6+C7+C4 \* MERGEFORMAT13:00Break time： 15 min per am/pm

Lunch hour：1 hour