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CONTACT InterAct, Inc. 5 Mountainside Road Berkeley Springs, WV 25411 304.258.1611 voice 304.258.2003 fax Send Us 
E-mail
© Copyright 2003 InterAct, Inc. All Rights Reserved |
| InterAct Workshop Training Solutions |
Putting the WOW! in Customer Experience Management
InterAct has a variety of options to meet your training needs and goals:
I. Open Workshop in Chicago: "Exceed Customer Expectations: Pathway to Corporate Profits." Attend as a Trainee or as an Evaluator to Determine the Value of Our Training Solutions for Your Team. This 2-1/2 day workshop is our basic workshop.
Open Workshop Goals:
To Enable Workshop Participants to See Themselves as Business Professionals Who Are Responsible for Growing Their Company's Service Business; To Develop Active Listening, Persuasion, and Negotiation Skills; To Develop Consulting Skills with Customers Regarding Your Company's Products and Services; and To Enable Workshop Participants to Achieve Delighted Customers Who Become Long-Term Partners with Your Company.
To Put WOW! in the The Five Moments of Truth: S. E. R. V. E.
S. Schedule the Process: Initial Call Management.
E. Engage with the Customer Personally: Meet The Customer Contact Immediately To Set Expectations For The Service Call And Reassure The Customer By Taking Full Responsibility For The Problem.
R. Repair, and Train the Customer To Cope With The Equipment Malfunction.
V. Value- Added Focus: Exit Interview: Were Customer Expectations Fulfilled and Focus on Business Opportunities.
E. Exceed Expectations: Follow-Up Call-Exceed Your Customer’s Expectations By
Assuring Your Customer of Your Continued Monitoring of All Equipment And Concerns. Make Yourself Indispensable To Your Customers In Satisfying All Their Business Concerns
- Workshop Outline
- Day 1
- Introduction: The fundamentals of service in the Information Age:
- The Goal of service - Business Partnership with customers;
- The Means to achieve the goal - Exceed customer expectations;
- The Results expected from achieving the goal - Increased customer retention and improved cost control.
- Winning Service Strategy: Designing a successful service strategy requires
- focusing on the Moment of Truth when the FSE interacts with the customer; then creating the people skills, processes, and product distribution systems that will exceed customer expectations in each Moment of Truth.
- The Guiding Principles of the Information Age - Understand the Present Business Environment; Understand the Financial Situation of Both the Customer and Your Service Organization; Management Style has to change from Top down Direction to a Collaborative Style; Change Business Strategy from Reactive Service to Selected Proactive Service;
- Steps in Executing the Winning Service Strategy: The Net Promoter Score, Customer Loyalty Pyramid
- The Impact of the Winning Service Strategy: The “Very Satisfied” Customer
- Execute the Strategy in the Five Moments of Truth: S.E.R.V.E.
- Getting the Message: Professional Listening Skills Improve your technical problem-solving as well as solving people problems through deep listening. The Five Critical Musts of Professional Listening Skills: P.R.O.B.E.
- Small Group Role-Plays: Participants will be given a situation from their own work experience. Both the technical and people problems can’t be solved without effective listening.
- Resolving the Conflict: Four Powerful Negotiation Principles to Produce WIN/WIN Resolutions: Prepare, Probe, Proscribe, Propose
- Video: Negotiating positive outcomes with team members.
- Day 2
- Four Fundamental Principles in Defusing Anger – HEAT + PAC
- Defuse and Negotiate Irritated Customer Comments
- Using Anger Reduction as an Opportunity to Offer A Business Solution
- Small Group Role-Plays - Defuse Anger and Negotiate Mutually Satisfactory Solutions
- Coping With Difficult People: Provides participants with the skill to identify the negotiating styles of problem customers and how to cope with them. The Four Negotiating Styles of Problem Customers
- Exercise: Diagnose and Recommend A Course of Action to Cope Successfully With a Problem Customer
- Day 3
- Identify and Implement The Solution Through Problem Solving Consultation: Build The Business By Selling Your Ideas
- The Consulting Process: The Six Steps of Consultation
- Small Group Role-Plays
II. Service Leadership Workshop: "Service Leadership That Exceeds Customer Expectations" for First and Second tier Managers. This is a two-day workshop.
- Introductions: People, Processes, Products
- The Service Leader as a Strategic Thinker
- Service Leadership is About Managing the Process that Delivers High-Quality and High-Value Services
- Mentoring the Field Service Rep to Make Profitable Business Decisions
- Service Leadership Includes Managing the Performance of the Product and the Support Logistics in a Timely Manner to Ensure Customer Satisfaction
- Group Discussion: Breaking Down the Silo Mind-Set Between Sales, Service, Manufacturing and Administration
- Negotiation: The Principle Leadership Tool in Managing Personal, Technical, and Financial Issues Between the Customer and the Service Provider
- Service Leadership is About Developing People Who Can Exceed Customer Expectations
- Service Leadership Requires Putting in Place a User Friendly Technical Distribution System
- Questions and Answers
- Consulting: The Process for Discovering Employee and Customer Concerns, Forming Solutions, Followed by Implementation
- Wrap-Up: Participants Present Personal Case Studies for Analysis by All Participants
III. We partner with your team through our personalized workshop training. Tailored in-house workshop programs are often based on the model of our 2-1/2 day Open Workshop. They are custom designed to focus on your company and service organization strategies, goals, core competencies, and products and services. Role-play exercises target skills practices that are based on real-life customer situations your team members encounter. The length of the program varies depending on your goals and workshops are scheduled at the time and location of your choice. Tailored in-house workshops are developed for front-line Field Service Engineers, a mix of service team members (field service, inside support, tech support) or a mix of company team members: field service, sales, manufacturing, etc.
IV. Advanced Workshop - The Service Rep As A Business Consultant - This is a Two-Day Workshop. Our 2 1/2 day Basic Workshop is recommended as a prerequisite.
Goal: To Enable Workshop Participants to See Themselves as Business Professionals and to Develop Consulting, Persuasion, and Negotiation Skills. Workshop Participants Learn the Skills to Give A Professional Presentation of Their Company's Many Services.
The Service Rep's Business Success Starts With An "Owner Attitude". This Attitude is Reinforced by:
- Information and Communication
- Understanding Business Numbers - The Financials
- Having A Stake In The Outcome - Bonuses or Other Awards
- Empowering SRs To Be Entrepreneurs
- Formulating a Very Satisfied Customer Business Plan
- Understand the Customer's Business - Understand Your Own Business
- Uncover Customer Needs and Concerns
- Identify and Implement Solutions Through Problem Solving Consulting
The Art of Managing Customer Retention
V. Workshop For Service Support Representatives/Tech Support - This is a two-day workshop.
Goal: To develop active listening, persuasion and negotiation skills to enable the inside team to improve technical and people problem solving skills, defuse anger and anxiety, and recognize business opportunities to consult with customers and offer value-added solutions.
- Telephone Techniques
- Video: "Telephone Behavior n The Power and Perils"
- Listen For Needs Not Demands: Defuse Anger Before Negotiating
- Negotiate Alternative Solutions to Customer Demands
- Video: "From No to Yes"
- Resolving The Conflict: Four Powerful Negotiation Principles to Achieve Win/Win Solutions
- Small Group Role-Plays
- Coping With Difficult People
- Avoid Killer Comments
- Turn A Complaint Into A Business Opportunity
- Customer Satisfaction Management
- Increase Team Awareness About Exceeding Customer Expectations and the Importance of Customer Loyalty
VI. Train-The-Trainer Program - Select your team members who have a passion for service and who have enthusiasm for teaching their team members and we'll work closely with your team to develop a customized train-the-trainer program. We will develop a modular program that can be delivered in segments and scheduled around your service teamis customer commitments or a program that can be delivered in one session. Our Train-The-Trainer Program is comprehensive and includes using our newsletter as a training tool, developing a Customer Retention Manager Program, and ongoing training programs.
VII. Incorporate Stan Bigelow into your National Service Meeting as a trainer to conduct a tailored in-house workshop program or as a featured speaker. Begin your National Service Meeting with a focus on business and communication skills from an outside expert; include Stan in your periodic regional team meetings to address specific team concerns; or use Stan as a consultant when you are in the planning stages of developing core business and communication team skills and strategies.
National Service Meetings aren't all work! After conducting tailored in-house workshops at the Leica Microsystems, Inc. National Service Meeting, Stan joined Leica team members on a whitewater raft ride in the wilds of Montana. Clockwise starting with Stan (right rear) are Leica team members George Kennedy, VP of Sales, Marketing and Service; Terry Fitzgerald, FSE; Robert Cheek, Senior FSE; Gregor Arlt, Technical Support Specialist; and the river guide.
Our 2010 first quarter Open Workshops are February 22-24 and May 17-19.
InterAct Workshop for First and Second Tier Service Managers: "Service Leadership That Exceeds Customer Expectations." See II - Service Leadership Workshop. Call us for information about our next workshop or customizing a management program
for your team.
Open Workshops are held at the Holiday Inn Express & Suites at O'Hare International Airport in Chicago.
The Workshop Experience:
"I have utilized Stan's services continuously over the past 20 years with his training being at the foundation of my service delivery strategies. Stan trains 100% of my field service staff in the art of business communication, understanding and exceeding customer needs and negotiating win/win outcomes. Overall Stan provides an invaluable service that has allowed my team to perform at new levels."
Steve Raters, Director of Field Service Operations, NA, bioMerieux, Inc.
"Over the years, Stan has provided our organization with valuable tools that help our Field Engineers in their professional growth. He is a very engaging speaker that will captivate his audience which enables and fosters an excellent learning environment. We have truly benefited from his innovative approach, ideas and support. I highly recommend Stan and the consulting services his company provides."
Chris Goodnough Service Manager, Canberra
"Stan is an excellent teacher and motivator. His knowledge of customer service skills and how to provide outstanding service is extensive. His workshops are very informative yet down-to-earth, and one of the things I liked best are that they are small enough that everyone is able to participate fully and add their own perspectives to the conversations. Without a doubt, his workshop is the best I've attended, and his newsletters are also an excellent reminder of how to continue to provide outstanding customer service."
Dave Arens, FSE, TomoTherapy
"I hired Stan to train our service team on interpersonal relationships. Stan did an outstanding job and continued with superior follow-up. His newsletter also helped me to reinforce his training with my team. I continued to send new employees to Stan for training."
Reinhard Kieffer, National Service Director, Gainco
“Stan is a knowledgeable service industry trainer. We have used him for training both in house and I have sent CSR's to his open workshops. My entire staff of over 40 technicians have at one time or another attended Stan's workshops. His practical approach using real life examples are not only entertaining but help to bring home the points of the discussions. I have recommended InterAct seminars to colleagues who have also chosen to use them for their CSR training needs and only heard positive results and comments from them as well. I have been in the service industry for over 30 years and I find Stan Bigelow to be an outstanding asset and resource.”
James A. Smith, Corporate Director of Technical Services, Provisur Technologies, Formax Inc.
“Stan has an innate ability to to cover the intricate topic of interpersonal contact with the customer and your internal organization in a way that drives home effectively with Field Service Technicians. Stan is a true joy to work with and his background growing up in Africa provides a unique opportunity for Stan to intertwine discussion on change and flexibility. I have thankfully had the opportunity to use Stan’s services in my last three companies Honeywell, Steag Electronic Systems, and Aixtron. Stan is one of the rare individuals that you look forward to the next opportunity you will have to spend time together because he leaves you feeling enriched by time spent with him. I highly recommend Stan for training your field service work force and would enjoy the opportunity to talk with you about why this is a good business decision. Stan is the ultimate professional who understands his business at a level that few others do.”
Cary Chapman, National Field Service Manager, Mettler-Toledo Safeline, Inc.
"Since attending the InterAct workshop I have been able to resolve conflict like a champ, not only at home but in the workplace. Understanding the fundamentals in managing conflict enables me to feel confident in going forward. I will be a more effective team member."
Ray Bonaparte
Regional Installation Coordinator
Stiles Machinery, Inc.
"InterAct demonstrated that Systems Support Specialists can expand their effectiveness in the sales role. Workshop participants wrote rave reviews about the training and direct, positive results have been documented as a result of the skills learned in this training."
Ed Campbell, Retired Director of Global Technical Support, Honeywell IAC
"Thanks for an excellent workshop. I have 25 years in service and I learned a lot. Good war stories, excellent platform skills, very personable, comes across as a friend who understands our problems in the service business."
Don Cagle, System Specicalist, Honeywell
"Stan's workshop is outstanding and he kept my attention throughout the whole workshop. The workshop has a definite place in our jobs and with family!
Tom Denzer, Technical Service Rep
Sealed Air Corporation/Cryovac Division
"Service Leadership That Exceeds Customer Expectations" addresses the building blocks of entrepreneurial success: people, processes, products.
Since customer recommendations are responsible for 80% of new buyers' decisions, the workshop is focused on management performance that elicits a higher percentage of such business-building recommendations.
Managers who keep their eyes focused on long-term customer retention of "very satisfied" customers will achieve the single greatest influence on service and corporate growth.
Service is the key driver in exceeding customer expectations.
Integrate People, Processes and Products.
High-revenue customers become long-term high-value customers.
InterAct will customize your training program.
"The tailored in-house workshop was valuable beyond words."
"Having this workshop will have a great impact on retaining our customers. Our company's interest in this training says it all. Armed with the know-how of communicating, FSEs are the best salespeople."
"The real-life examples makes this training very valid and useful."
"The workshop will help me in every part of my life."
Take your team to the next business level with in-depth negotiating and consulting skills. Consultants are problem solvers who offer their company's products and services and solutions to their clients' business needs.
You don't want your Tech Support Reps to leave their customers hanging! The world of customer service is changing. The long-standing statistic that for every unhappy customer, you could count on 11 more customers (or potential customers) hearing about it is no longer accurate. Today, with just a few clicks on a keyboard, the Internet can spread one person’s opinions to millions of people. Social networking is transforming the way people are expressing themselves and changing the dynamics of customer service in the 21st century.
Every company has front-line team members who have a passion for their work and want to teach others."I like teaching and I am very serious about customer service. Volunteering as a trainer is a great way to put these two interests together. I always try to challenge myself and this is a great opportunity to grow and get out of my comfort zone. It is a challenge to put together a class and teach for seven hours. The more I study and practice this material the more it becomes fresh in my mind and easier to use with customers. To teach it you have to really know it and it becomes natural to you. You become an expert." Ed Klavins, Senior Field Service Engineer, Beckman Coulter Inc.
Your National Service Meeting presents a wonderful opportunity to renew your team's focus on business and communication skills.
Give Stan a call. He would be happy to be a part of your national or global service team meeting: 304.258.1611. Or send us an email and set up a conference call.