R3 Service
R3 Service® enables service professionals to take communications with customers to a new level. The skills, techniques and approaches provide a framework for interfacing with customers in field or call center service environments. Participants focus on achieving optimal results with product and service solutions and thereby developing stronger relationships and ongoing profitable revenue.
Targeted Audience:
Service professionals, including field service engineers, telephone support representatives, technical support specialists, installation consultants, supervisors, managers, and executives.
The Learning Process:
- R3 Service is a two-day workshop with 12 to 20 professionals per Acclivus facilitator to ensure optimal results.
- R3 Service Follow Through—a 10-week personal implementation plan, a systematic collegial coaching program, and a guide for managers to support and coach service professionals through this learning process.
R3 Service provides a solid foundation of skills, techniques, and approaches to enable service professionals to take communication with customers to a new level. They are better able to diagnose problem`s and identify needs—beyond the obvious. And they are more skilled at guiding customers toward achieving optimal results with your product and service solutions.
Performance Objectives:
Upon successful completion of R3 Service, a service professional should be able to:
- Begin each customer interaction—whether face-to-face or on the phone—in a way that establishes a positive and productive tone, direction, and focus
- Guide each service dialogue—even when faced with an irritated customer or emotional situation—in a way that ensures results and strengthens the business relationship
- Probe to understand problems and needs— beyond the obvious—by using a proven systematic process
- Effectively manage customer expectations
- Keep the customer informed and involved
- Recommend approaches and solutions that lead to optimal results, strengthen the business relationship, and ensure profitable revenue
- Effectively address customer misperceptions, uncertainties, and concerns
- Respond to customer demands in a way that strengthens the relationship while protecting the interests of your organization
- Conclude each customer interaction in a way that ensures that the customer understands what value has been delivered and commits to appropriate future action
- Work together internally with other members of sales and service to ensure that the appropriate resources are employed to meet the customer’s needs
“Since the R3 Service implementation, we have achieved better customer survey results and are showing great year-over-year growth in all measured criteria. We are confident this trend will continue as we move forward.”