R3 Service Virtual Training Track
The R3 Service Virtual Solution provides a solid foundation of skills, techniques, and approaches that enable service professionals to take communication with customers to a new level – without or without the benefit of face-to-face contact. Participant will be better able to diagnose problems and identify needs – beyond the obvious. And they will be more skilled at guiding customers toward achieving optimal results with your product and service solutions.
The R3 Service virtual solution includes these four modules:
- Building and Strengthening Customer Relationships
- Preparing and Conducting Effective Service Calls, both on-site and remotely
- Involving and Informing Customers
- Upsolving®
Targeted Audience:
Service professionals, including field service engineers, telephone support representatives, technical support specialists, installation consultants, supervisors, managers, and executives.
The Learning Process:
The R3 Service virtual solution is delivered in a series of live, instructor-led, highly interactive 60 – 90-minute sessions tailored to your team’s unique and immediate needs, and designed to ensure meaningful engagement and application between sessions.
All of these modules can be delivered individually or we’ll work with you to create a custom track designed specifically to meet your immediate needs.
Performance Objectives:
Upon successful completion of R3 Service, a service professional should be able to:
- Begin every service interaction in a way that establishes a positive and productive tone, direction, and focus
- Guide each service dialogue in a way that ensures results and strengthens the business relationship
- Effectively manage customer expectations
- Keep the customer informed and involved throughout the service interaction
- Recommend approaches and solutions that lead to optimal results
- Effectively address customer misperceptions, uncertainties, and concerns
- Conclude each service interaction in a way that ensures that the customer understands what was accomplished and what value was delivered