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Service Subjects & Modules
Handling the Tough Questions
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When equipment arrives with missing parts
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When items are damaged in transport
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Defending the value of parts and hourly rates
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Complaints about reliability and responsibility
Service and Sales Cooperation
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Exploring and understanding the dynamics between Field Service, Technical Support, Parts, and Machine sales teams.
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Why Salespeople do what they do.
Services Navigator
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Helping Field Service technicians or Parts Editors find opportunities to promote products
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What are the services products
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When and how to promote those products
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What is the best language to use to promote those products
Language
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What to say and what not to say in front of the customer.
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Uncover all the possible "Bad Language" and replace it with simple and practical "Good Language."
Case Studies
Participants propose and workshop issues. For example, when a customer makes "unreasonable" demands or complaints about issues such as:
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refusing to sign off a machine
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installation issues
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parts lifetime disputes
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finding machine fault
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machine specs in dispute
Other Topics
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8 Rules of Service
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How to stay neutral
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Quick Quiz on your company's key numbers
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How to deliver bad news to a customer
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Getting the word "Production" into every customer conversation
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Understanding the customer's points of stress during installation
- Including rule number 2 - all service conversations are based on facts, not emotion