Sales Concepts - Service Sells I - Fix the Customer as Well as the Equipment

Fix The Customer As Well As The Equipment

Course Description

Program:

The program is one day (9 hours) in length.

Class Size:

Minimum of 9 and maximum of 18 participants. Instructor to Student Ratio = 1 to 5

Course Objective:

Increase the ability of the attendees to meet customer expectations.

Participant Profile:

Service engineers and technicians that come in contact with clients during service calls.

Course Structure:

Theory	7 hours
Workshop	2 hours

Topics Covered:

People Styles characterization of customer expectations

Reducing Conflict identifying and reducing customer risks

Handling The Irate ways to work with and soothe upset customers

Reducing Risks using people styles

Course Synopsis:

A method of meeting customer expectations is introduced and developed. In a workshop, each service person learns to recognize customer styles and how to utilize the method.

Course Agenda:

8:00	-	9:00	Introduction
9:00	-	10:00	Relationship Skills Video Tape and Discussion
10:00	-	10:15	Break
10:15	-	11:15	People Styles
11:15	-	12:00	Recognizing Styles in Person
12:00	-	1:00	Lunch
1:00	-	1:45	Recognizing Styles via Telephone
1:45	-	2:45	Handling the Irate via Telephone
2:45	-	3:45	Reducing Conflict
3:45	-	4:45	Reducing Customer Risks Using People Styles
4:45	-	5:30	Asking Questions
5:30	-	6:15	Aspirations

See our public course schedule for locations and dates

* Price Includes $200 Individual Training Program

For More Information On This Or Other Courses Contact Us