Presentation of value added performance and professional communication with customers

Certified Service Specialist (ISS)

Presentation of value added performance and

professional communication with customers

Focus of the content:

Dates and Investment:

 Service employees’ contribution to the company profit in Field Service and Support.

 Customer expectation and requirements within Field Service and Support

 Professional and customer-focused presenting of product and service performance – customer-centred negotiations

 Identification of customer potential

 Understanding and mastering conflicts as disguised opportunities

 Organisation of flexible/mobile Service Business



What else does the customer expect - apart from a reliable product?

Become a customer coach!

Consultant, solution provider and partner for a long term customer relationship

Become a Certified Service Specialist!

Certified Service Specialist (ISS)

14. - 18.09.2015 in Hamburg 6 days intensive training € 3.640,- + VAT Final Examination € 400,- + VAT

ISS ServiceAcademy International Services and Solutions GmbH Dorotheenstarße 29 A 22301 Hamburg Fon: 040/536 99 1-55 Fax: 040/536 99 1-66 [email protected] www.iss-hamburg.de

Certified Service Specialist (ISS)

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Participants will learn and apply

 How Marketing, Sales and Service interact

 How the controlling approach will support the Service Business

 How service-centered business can contribute to your added value and competitive advantage

 How to build up a longterm customer relationship

 How to prepare customer visits and negotiate professionally

 How to identify and develop core competence



Day 0 (Sunday) – Welcome and kick-off

 Welcome  Picture of me

 Introduction into programme and business view on services o Service today – trends for tomorrow

- Role of Service

- Tasks of Service employees in Field Service and Support - Link to TPM-Training and methodology of TPM

 Group Dinner

Day 1 – Monday - Essentials of customer responsibility & economics for service employees

 Significance of customer competence for service employees in Field Service and Support

 From customers desire to service product – customer requirements  Quality of costumer relationship – requirements for service consultants  Basics in economics

o effective benefit argumentation

o Installation of spare parts and the economic effects – economic evaluation of parts replacement

o Influencing factors on operating profit and service employees -  opportunities in Field Service and Support

 Service – a customer-centered added value system o Tasks of service consultants

o Interdependencies of departments incl. Marketing and Sales

Agenda:

Certified Service Specialist (ISS)

Day 2 – Tuesday - Successful negotiations

 The personal attitude and its impact on objectives and results in Service Business

 Appearance of service employees  Professional phone consulting

 Analysis of situation, targeting and planning

 Negotiation techniques for a successful cooperation with the customer  Building up trust – rules for a successful customer relationships

Day 3 – Wednesday - Identification of customer potential

 Essentials of customer-centered communication  Customer benefit argumentation

 Professional and customer-centered product and service performance presentation

Day 4 – Thursday - Active complaint management and managing conflicts

 Understanding and coping with conflicts  Complaints as disguised opportunities  Preparation and follow-up of complaints

 Solution strategies and customer-centered negotiation

 Aids for argumentation for selected situations out of daily business in Field Service and Support

- No first time fix - Sales promise

- Behaviour of colleagues - Missing spare parts - Delay in performance - Price for the performance  Cases

Day 5 – Friday – Feedback and action plan

 Individual action plan – implementation tasks  Final summary

 Feedback

 Final Examination

Within the scope of this comprehensive certified training (6 days plus Final Examination) participants will learn and apply their understanding of Marketing and Controlling know how. They will train their awareness on personal

contribution to the Service Business process.

They will acquire the essential requirements for customer-centered thinking and acting. Furthermore participants will learn how to influence negotiations and solve

Certified Service Specialist (ISS)

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ISS International Service Business School of Service Management

International Services and Solutions GmbH Dorotheenstraße 29 A

22301 Hamburg

Fon: +49-(0)40-53 69 91-55 E-Mail: [email protected]

Registering is easy. Just send us a simple email.

The core competence of ISS International Business School of Service Management is the development and optimisation of customer-customer relationships. All our activities focus on the basic question of how to keep our customers’ customers coming back to our customers. You will find more about ISS International Business School of Service Management at:

www.iss-hamburg.de

Schicken Sie mir bitte unverbindlich detaillierte Informationen zum Lehrgang/Seminar

zum TWS – Trendworkshop Service zur ISS International Business School of Service Management

Kontaktieren Sie mich zum Thema Inhouse Training

Anmeldung für

Lehrgang/Seminar Starttermin

Teilnehmer

Name Vorname Position

Abteilung Unternehmen

Straße, Hausnummer PLZ, Ort

Telefon mit Durchwahl E-Mail (Durch die Angabe Ihrer E-Mail-Adresse erklären Sie sich einverstanden, E-Mails von der ISS Hamburg zu erhalten. Diese Zustimmung können Sie jederzeit widerrufen.)

Anmelder

Name Vorname Position

Abteilung Unternehmen

Straße, Hausnummer PLZ, Ort

Telefon mit Durchwahl E-Mail (Durch die Angabe Ihrer E-Mail-Adresse erklären Sie sich einverstanden, E-Mails von der ISS Hamburg zu erhalten. Diese Zustimmung können Sie jederzeit widerrufen.)

Wie haben Sie von uns erfahren?

Ort, Datum Unterschrift

Certified Service Specialist (ISS)

14.-18.09.2015