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

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