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

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