Proactive Service® Self-Delivery – A proven training program for these challenging times.
We have developed the self-delivery version of our very successful Proactive Service® workshop to allow you to deliver top quality customer service training during these times of restricted travel and social distancing. The program comes with a step-by-step presentation, videos highlighting the key points and clearly defined exercises so that anyone within your organization can deliver the workshop.
The Proactive Service® Self-Delivery Workshop is designed to help service organizations successfully and enthusiastically engage their field teams in making recommendations aimed at helping their customers to achieve their business goals. It is based on the core Proactive Service® principle that field teams provide a valuable service when they make recommendations that will help their customers to be measurably better off. The workshop helps participants recognize that their credibility plays a critical role in their success and provides concrete steps that they can take to build relationships on a solid foundation of trust. Participants will learn and apply a simple and effective approach to engaging customers in conversations to present their suggestions for improvement.
The three goals of the Proactive Service® Self-Delivery Workshop are to help field service professionals:
- Appreciate the role of interpersonal skills in communicating the value of what they do and in creating an exceptional customer experience
- Understand how interpersonal skills are essential to their success and how to develop personal strategies to raise their personal and professional credibility
- Recognize the value they provide and the obligation they have in proactively making recommendations to help customer to be better off
The Proactive Service® Self-Delivery Workshop is highly interactive and includes exercises and examples to reinforce key concepts and the opportunity to discuss real-life examples directly applicable to the field service professionals’ daily experience.
Participants will learn:
- Why making recommendations is a critical part of the service provided
- How success depends on the customer’s perception of their credibility
- Specific and practical steps to build credibility with the customer
- How to make recommendations to the customer in a concise and engaging way
- What to do if the customer says “no” and the risks are high
Click here to view the Workshop Topic Overview
Click here to view Samples of the Workshop Videos
Advantages of the Self-Delivery Option
The combination of videos, guided facilitator presentation and comprehensive workshop delivery notes means that anyone can effectively facilitate the workshop – no previous facilitation experience is necessary, and at a time and location that is most convenient.
This option provides a number of advantages including:
- Ability to deliver an excellent training experience during these times of limited travel
- Flexibility in workshop
delivery such as:
- From small to larger groups
- One day delivery or smaller segments delivered over a set period of time
- Adjust emphasis and time to specific components of the workshop most relevant under current circumstances
- Opportunity to include relevant examples from real-life experience
- Follow up emails encourage and reinforce behaviour change
- Use of videos for:
- Keeping core concepts top of mind
- On-boarding new employees
What’s Included
- Seven workshop videos (embedded in the Facilitator Slide Deck – see below). Each video is focused on a key subcomponent of Proactive Service under the following headings:
- Personal Credibility
- Professional Credibility
- Proactive Recommendations
- Facilitator slide deck
- Step-by-step guide and presentation notes to deliver the workshop materials
- Facilitator manual
- Background information
- Scripts for each slide
- Suggestions for leading the in-class exercises
- Participant workbook and exercises
- Pocketbook of Proactive Service®
- Follow-up emails to reinforce key learning points
- Beyond GREAT SERVICE, The Technician’s Role in Proactive Business Growth book
Benefits of the ProactiveService® Self-Delivery Workshop
For the field service team, the Proactive Service®provides valuable skills that will allow the field service professional to have a greater degree of self-reliance and become a more appreciated member of the overall service team. It also means that the role can be more exciting and personally rewarding.
For the service provider, the Proactive Service®approach provides an opportunity to grow and take market share by demonstrating – through the proactive efforts of their field service team – that they offer a higher, more valuable level of service. This provides the foundation for the service provider to differentiate themselves from their competitors.
For customers, they benefit more fully from the knowledge and expertise of the field service team and are in a better position to take advantage of the latest in technology to help them achieve their business objectives. There is also a certain assurance that comes with knowing that your service provider is proactively looking out on your behalf.
