The Proactive Service® Workshop Facilitated by a Certified BBA Consulting Group Inc. Facilitator

This is a one-day workshop facilitated by a certified BBA Consulting Group Inc. facilitator in a “classroom” setting. This workshop is tailored to address the unique nature of your business (products, terminology, customer dynamics, etc.) and participants are organized into subgroups to work through the various exercises and role-plays.

Participants will come away from the Proactive Service® workshop with a recognition of their role in promoting products and services and more confidence in engaging the customer in product and service conversations.

In addition to the workshop materials, each participant will receive a copy of the Pocketbook of Proactive Service®, which is a convenient resource of the key Proactive Service® concepts.

Typical Workshop Content

Personal Credibility

  • Content Summary
  • • Personal Credibility – its role in the service experience
    • The foundation of personal credibility
    • Steps to build personal credibility

  • Training Impact
  • • Provides participants with an understanding of the critical aspects of growing and maintaining personal credibility.
    • Participants develop their own plan of action to build personal credibility
  • Business Impact
  • • Higher bonds of trust
    • Increased customer
    confidence
    • Higher levels of customer
    retention and satisfaction

Professional Credibility

  • Content Summary
  • • The two components of service delivery
    • How people evaluate the quality of work and the competence of the field team (value)
    • Strategies to communicate value through every customer interaction
  • Training Impact
  • • Participants gain an understanding of how customers evaluate value and competence
    • Participants develop a
    strategy to improve
    communication skills with their customer base and increase their professional credibility
  • Business Impact
  • • Improved
    communications
    • Improved customer
    relationships
    • Superior customer
    satisfaction
    • Increased customer
    retention
    • Higher levels of employee satisfaction

Proactive Recommendations

  • Content Summary
  • • Positioning proactive recommendations as a valuable part of the service
    • Approaches to presenting recommendations
    • What to do if the customer says “no” and the stakes are high
  • Training Impact
  • • Participants identify
    characteristics of good
    opportunities and develop strategies to explore opportunities
    • Participants practice
    presentation techniques to discuss opportunities
  • Business Impact
  • • Differentiated and more valued service experience
    • Increased revenues and profitability
    • Higher levels of employee satisfaction