Field Service Professional

Overview

The combination of providing resolution to technical problems while maintaining excellent customer service skills creates a unique challenge for today's field service professionals. Customer satisfaction derives from effective communication as much as from obtaining a technical solution. The Field Service Professional course addresses this challenge.

This course provides the customer skills necessary to deliver quality services in today's high expectation and complex support environment. This program can provide the distinction that sets individuals and companies apart as the best in the technology support industry. The Field Service Professional course teaches practical skills in effective communication; professionalism on the telephone and email; questioning techniques; adapting to the customer; dealing with seven types of difficult customer; maintaining credibility and effective teamwork.

Course Modules

• Creating Loyal Customers
• Communication Basics
• Channels of Communication
• Communicating Successfully
• Adapting to the Customer
• Communicating Effectively
• Information Gathering
• Managing the Customer
• Effective Teamwork
• Personal Productivity

Delivery and Duration

This course is available as a closed class. The workshop duration is two days taught in a classroom environment or as four half-day sessions online.