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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 Clients and Testimonials |
A Partial Listing of InterAct Clients
Beckman Coulter, Inc.
Stiles Machinery Inc.
Stratasys Inc.
Canberra Industries
Lutron Electronics Company, Inc.
Michael Weinig, Inc.
Gainco Inc.
Hospital Shared Services
Sealed Air Corp.-Cryovac Division
Kidde Fire Trainers Inc.
Manitowoc Ice, Inc.
TomoTherapy Inc.
Panasonic
Rockwell Automation Company
Leica Microsystems, Inc.
Beckman Coulter Canada
Siemens Energy & Automation, Inc.
Bombardier Inc.
Mereen-Johnson Machine Company
Carrier Transicold
International Paper
The Washington Post
Fuji Medical Systems USA, Inc.
Veeco Instruments Inc.
Baader Johnson
Testimonials: Direct Quotes From Front-Line Service Reps and Managers About InterAct's Comprehensive Training Solutions
The Workshop Experience
"Stan was at the right place at the right time and tied together a lot of things in my life. He brought a lot of information together into a cohesive, cognitive, quantifiable package. Now I have a whole new palette of colors with which to paint life. It is much more vibrant. Life is like a cake and the recipe is knowledge. Once you learn how to cook, life is delicious. I'm having a grand time now, both in my personal and work life. I have become 'Bigelowized.'
"Every customer contact is a 'Moment of Truth' and it is important to maximize those moments. Using the techniques that I learned in the workshop I now do fifty percent or more of my problem solving by interacting with my customers. The best part is my customers are very happy when I'm done and request me back again."
Porter Hudshon, Kidde Fire Trainers Inc.
"When I first started in field service, being a part of the business wasn't even a thought in my imagination. It wasn't a concept I had thought of. Since attending the InterAct workshop, it has been more apparent to me on a day-to-day basis.
"As a business consultant I have to solve any problem the customer has. A consultant is someone who goes on a fact-finding mission. In the InterAct workshop we discussed probing, asking a lot of questions, and getting all the information you need. I remember specifically in the role-plays we had to offer a solution and verify how it would work. These last two steps were the hardest to do. When I'm driving in my car I often reflect on how to apply the workshop skills to what I am doing. It is amazing how some of the abbreviations - PROBE, BIIB - come back to me. There was a lot of good information in the workshop and a good group of people. There were service people from twenty different companies and we're all in service and sharing our experiences.
"Attending the InterAct workshop after a year in the field was perfect timing for me. After my first year, I started to feel comfortable and I thought I knew what I was doing. All of a sudden I found out I had a long way to go! There were a couple of people at the InterAct workshop with twenty years service experience and they oozed service in every thought and every word. You could tell they were very comfortable with the customer. I now have to think about things that seem so obvious to them."
Paul Sullivan, Field Service Rep, Stiles Machinery, Inc.
"I'm now an Account Manager. I take responsibility for all of the customer's problems, listen to what they say, and then follow up. Better communication and taking over all of the customer's problems has made a big difference. Prior to the workshop I viewed myself as just a Service Engineer - the instrument is broken, I'll fix it. It was causing a lot of friction because customers often had problems beyond the instrument and they didnit know how to deal with them.
"There is a world of difference between 'satisfied' and 'very satisfied.' By developing a partnership you can turn any customer into a 'very satisfied' customer. Actually stopping and listening to what customers are saying, paying attention to all their business concerns, and following up with questions has enlightened me. It has helped me increase partnerships with my customers.
"At the workshop we did role-plays that included people who had thirty years experience in the field, managers, as well as people who had less experience than I had. The feedback from all these people made me realize I was just doing a job and not taking control.
"Applying the workshop skills has snowballed. I realize how much had been missing from my job. Every day I am reminded that Iim learning more and therefore I can be more beneficial to my company."
Jimmie Guidry, Field Service Engineer, Beckman Coulter, Inc.
"When I attended Stan's workshop I set aside my previous years in the field and listened to what he had to say. I quickly perceived that he understood field service and knew what he was talking about. I decided to give him a chance and I opened up my mind for Stan's workshop. I had to look at the workshop with a different mind and anyone who does that will really appreciate the class. It's a wonderful workshop and I would love to attend again!"
Cary Stewart, Regional Service Manager, Manitowoc Ice, Inc.
Train-The-Trainer Program Quotes from Beckman Coulter Inc. Trainers:
"I commend National Service Manager, John Peak, for buying into the InterAct program. I appreciate him having the vision to see what it can do. We are setting ourselves apart from our competitors through service and support. John knows what's going on in our business and is passionate about our company. His vision is for Beckman Coulter, Inc. to remain a leader in medical diagnostics, for stockholders to continue to receive value, and for Beckman Coulter, Inc. to remain a key player in the field for years to come. This training will help make that happen."
Dan Brown, Clinical Systems Engineer
"I like teaching and customer service is something I am very serious about. Volunteering as a trainer is a great way to put these two interests together. Our partnership with InterAct is unique because we are using front-line employees to do the training. We are able to customize the program with real-life stories that demonstrate the principles. With the fifteen years I have in service I can always find a story that fits the principles. Our team members have been through similar experiences and that makes all the difference."
Ed Klavins, Senior Field Service Engineer
"I am grateful Beckman Coulter, Inc. has made InterAct training an ongoing process and is moving it in-house to other departments and to our customers. Implementing this program is a great vision that will move us forward. It affects the changing needs and expectations of every one. It is a decision that will take us a long way into the future."
Kristy Foster, Clinical Engineer
"I have a better understanding of the value of long-term relationships with customers, probing, and insuring the customer is completely satisfied with the instrument. Customers may be satisfied or not generating a call, but will they buy a piece of our equipment in five years when the current instrument is outdated or needs to be replaced?
"The newsletter and workshop have made me think about things I don't normally think about. They have opened my eyes. I had tunnel vision and the workshop made me take a step back and look at the entire picture."
Dave James, Team Leader, Beckman Coulter, Inc.
bioMerieux, Inc.
American Medical Systems, Inc.
Canberra UK Ltd.
ABB Inc.
Digirad Corporation
Park Industries
FEI Company
Formax, Inc.
Mazak Corporation
Dionex Corporation
FEI Europe
Mettler-Toledo Safeline, Inc.
TSI Inc.
Sysmex America, Inc.
Liebert Corporation
DeLaval, Inc.
Agilent
Honeywell
Aixtron, Inc.
Hewlett Packard
Tetra Pak
Carl Zeiss IMT
Steris Corporation
Pharmacia
Bell and Howell
Send us an email and we'll set up a telephone appointment to discuss how we might partner with you to meet your training needs!
"Stan is the guru of service." Roger Henson, Retired VP, Customer Service, Operations Xerox Corporation
"What I learned has gone a long way. I wouldn't be where I am today if it weren't for InterAct. Most of what I do I learned in Stan's workshop." James Gould, Customer Service Manager. Symtron Systems
"Stan's training is incredibly valuable because there is a true need to have face-to-face contact with customers and he prepares the front line for this work. Over and over again I've seen the light come on with FSEs who didn't think they needed this training. Stan helps FSEs understand the value, why they need it, and his training is very believable." Cary Chapman, National Customer Operations Manager, Aixtron Inc.
"Since I completed the InterAct workshop, I make a conscious effort to take ownership and be a businessperson. You have to buy into the philosophy of being a businessperson. You have to make a conscious effort to believe that is the way you can be successful. Once you do it you can see the fruits of your labor. I don't know any other better way to sell the philosophy than to try it and see there is value in doing it." Mike Rasche, System Support Engineer, formerly MLA, Inc. and IL Co.
"The InterAct workshop helped drive home the importance of listening and explanation skills. When we listen carefully to the customer, create a solution that addresses the customer's needs and is cost effective, and then clearly express the proposed solution so that the customer understands what to expect, there are no surprises and we can usually maintain a fully satisfied customer." Tom Nirschl, Northern Shop Manager, Hospital Shared Services
The Importance of Workshop Follow-Up
"It's so easy for us to be technical and jump to the conclusion that we've seen the problem before. The customer says something and we don't take time to listen to the rest of the story. Our team structured a workshop follow-up role-play about listening. Workshop reinforcement has helped me to see that we need to stand back and listen. Follow-up allows me to make sure I don't have a closed technical mind and that I wait, listen, get all the facts, and then make my decision. We call it humility training! "When I talk with customers, I can sense my whole body wants to jump in, shut them down, and tell them the solution. It is something we constantly have to reinforce because it is so easy to get caught in that trap. Even though someone might take a class, unless they really work and learn, they will fall into that trap again. It is a learned experience, not just something that you can suddenly grasp and move on. It takes time to become good at it and make it second nature. If you have a bad communication habit and you've always been doing it, it is very hard to stop doing it. Follow-up is very helpful to me. We have a chance to interact with other team members; we voice some of our downfalls; and we are coming up with solutions to some of our problems. I feel more a part of a group instead of just an individual who comes to work and leaves." Bill Lapp, Technical Support Analyst, Rockwell Automation
The Importance of The Advisory Council
"Establishing an Advisory Council after the InterAct workshop has allowed everyone to have input into the way things are handled in the department and how the needs of the department are accomplished. It also allows management to have a direct response from people about things they might not see just from looking at the numbers and from talking with us everyday. Someone might have an insight that could drastically change the way we help customers, improve overall customer satisfaction, or make us more efficient." Jim Kluck, Technical Support Analyst, Rockwell Automation