Field Customer Service Essentials

Bonfire Training
Training overview
1 day
Next start date: Inquire to schedule training - North America
On-site / Company-specific

Course description

Field Customer Service Essentials

Being easy to do business with must be a cornerstone element of every business.  This takes on new meaning for the technicians, line people, auditors and other positions your company has out in the field.  The exposure field employees have to customers is unique because field reps are always "on".  A service technician can be driving to the next customer and everyone who sees him or her during that drive will form an opinion of your organization.

In this workshop, we turn the switch on for your field reps to Be GREAT at all times.  Be GREAT is a quick and powerful acronym that defines how to be the best for the customer as well as the company.  Even the smallest interactions have a powerful impact on a company's reputation.  Be GREAT equips your field employees with key behaviors and interaction techniques to show a customer-first focus. 

The Be GREAT acronym stands for...

  • Greeting: Research reports that the first impression sticks in the minds of your customers.  This section of the training hones in on the first impression being positive.
  • Respect: Respect and rapport techniques are entwined.  These techniques create rapport through respectful actions.
  • Empathy: Expressing empathy can calm nervous customers and create a connection that helps customers be receptive and cooperative.
  • Accountability: Taking ownership even during difficult customer situations is doable with these techniques.
  • Talk: The words we choose as well as our voice tone and body language communicate the full message of what we are saying.

By training both internal team members and the team out in the field, your organization will have a powerful, positive and cohesive brand.

Who should attend?

Every employee who interacts with customers in-person is a good candidate for this course.

This course is also offered via a blended learning approach.

Training Content

AFTER THE TRAINING, YOUR TEAM WILL...

  • Recognize their unique influence on customers
  • Practice behaviors that instill confidence and comfort in customers
  • Create a plan to use the Be GREAT techniques
  • Identify and examine their interaction points with customers

ANTICIPATED BUSINESS OUTCOMES

  • Reduction in customer complaints
  • Increase in customer satisfaction
  • Strengthen the company's desired reputation
  • Create more enjoyment for both customers and field reps 

Costs

Contact the provider for more information and pricing details.

Reviews

Participant
(5)
I thought you kept the group engaged and moving forward. The topics covered can be utilized by everyone in the group.
Participant
(5)
I have taken a great deal away from this program
Participant
(5)
Very engaging, real examples, good alternatives to negative behaviors, instructor was a great speaker. I think most engineers would benefit from this … I like all the group work and the changing group. I also like how interactive it was.

About supplier

Bonfire Training

Bonfire Training

Bonfire Training coaches corporate leaders, reenergizes management teams, and empowers company frontline staff to be the best communicators in their business. We have a long history of training high profile organizations; and it’s our firm belief that effective communication is...


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