Proactive Service® Workshops
Proactive Service® workshops are designed to help field service professionals add value to their service relationships through their proactive approach to making product and service recommendations that benefit their customers. These are highly interactive workshops. They offer a different perspective for the field service team in terms of their contribution to their customers’ success and present these ideas using real world examples. These workshops are relevant and practical and provide approaches and strategies that the service team can apply immediately for measurable results.
The Proactive Service® workshop is available in two delivery options. The Traditional option is to have the workshop facilitated by a certified BBA Consulting Group Inc. facilitator. Typically, this option would take place at or nearby your facility. The second option is Self-Delivery of the workshop. We provide everything needed for you or one of your team to facilitate the workshop including accompanying videos and facilitation support. This workshop can be delivered in-person (classroom setting) or remotely using a business social media program such as Teams or Zoom.
The success of any training program will depend on keeping the concepts top of mind through repetition and reinforcement. To help you ensure you get the most from your training investment, we offer two valuable tools to support the field service team as it transitions to a Proactive Service® approach. You can find out more about these here.
Why the Proactive Service® Workshop?
The success of the Proactive Service® workshop can be attributed to the fact that it applies an approach that genuinely recognizes and deals with the reservations field teams often have about their role in promoting services. It addresses two important aspects of skills adoption:
Mindset:
The Proactive Service® workshop shows field service professionals that taking a proactive approach to speaking to customers about the services and products that they can provide is an integral part of the service that they deliver – not a sale.
Applicability:
The workshop provides practical approaches that can be applied through the field team’s everyday activities.
Benefits of the Proactive Service® Workshop
For the field service professional, the Proactive Service® approach provides valuable skills that will allow them to offer a higher level of service 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 customer, they benefit more fully from the knowledge and expertise of the field service professional and are in a better position to take advantage of the latest in technology or service to help them achieve their own business objectives. There is also a certain assurance that comes with knowing that the service provider is proactively looking out on their behalf.
For the service provider, it means higher revenues at higher margins through:
- Improved capitalization of additional work opportunities
- Expanded services within existing accounts
- Increased customer satisfaction and retention
- Added project opportunities
- Improved employee attraction/satisfaction/retention
- A differentiated business strategy
