|
Getting to the Heart of Field Service™
Increase customer satisfaction and first-time resolution
 Program Benefits
Designed specifically for field service reps in technology-based industries, Getting to the Heart of Field Service™, from Impact Learning Systems, teaches your employees to interact positively with customers in the field. Focusing on attitude as well as skills, reps learn to treat customers professionally and skillfully. The result is customers who are more satisfied with and loyal to your company. When they employ the skills taught in this program, reps are often able to reduce their service time with each customer and increase first-time resolution, providing significant cost savings. Available in an online or blended learning format, Getting to the Heart of Field Service allows you to develop consistent training for your staff in the field as well as those who are based at your location.
After completing the program, reps are able to immediately apply what they learned in order to:
- deliver world-class service
- combine technical know-how with positive communication skills
- make a positive impression
- understand customer issues
- set customer expectations
- handle requests for increased scope of work
- turn around dissatisfied customers
- reduce service call length and return visits
- close and document the call
Critical Applications
Getting to the Heart of Field Service is the perfect course for technology organizations that need to:
- increase customer satisfaction scores
- retain customers and improve customer loyalty
- decrease service time or return visits
- increase first-time resolution
- develop a standard level of service for a department or your entire company
- improve communication between internal teams
Program Description
Selected by the Computing Technology Industry Association (CompTIA) as a prerequisite for accreditation and recommended by the Service and Support Professional Association (SPA) for certification preparation, this program enjoys wide industry support as the standard in communications training for field service representatives. During the training, participants practice skills as they relate to their own customers and jobs. Additional reinforcement tools and on-the-job exercises cement the learning in the weeks following the training. Participants learn how to:
- recognize and address customers’ non-technical needs
- project a positive image
- build rapport
- use the question-listen-confirm cycle for service call efficiency
- classify the problem and use the appropriate resources
- confirm customer satisfaction
- document the call
- manage challenging customers and situations
- know when and how to escalate the issue
More than just a training event, Getting to the Heart of Field Service makes sure the following questions are answered:
I. Do they know it?
Participants learn material through engaging online exercises and, if participating in a classroom or webinar follow-up session, through mini-lectures and lively group discussion. Learning is assessed through quizzes and trainer observation.
II. Can they do it?
Learning what it takes to be a world-class field service rep isn’t enough; service reps need to practice each step of the way. Throughout the course, participants practice on generic examples so they can focus on the skill they’re learning, not the product they service. They then practice the same skill with their own service issues in a simulated job environment. This means participants can immediately apply the skill back on the job.
III. Will they do it?
Getting to the Heart of Field Service includes action plans and a month of on-the-job exercises that allow participants to focus on one skill each day while they’re working with customers. Additional observation and coaching by the representative’s manager is recommended.
Implementation/Customization
The program is available through online learning or via a blend of online and instructor-led training. It is approximately 8-16 hours, depending on format. The program can be delivered all at once or can easily be broken down into small units to fit training time available. An ideal class size is 6 -18 participants. Impact’s free online Progress Management Center lets you track the progress of each student. Participants spend at least one-third of the program working on specific examples from their own jobs. Further customization is available in the form of exercises, case studies, role plays, and job aids.
|
