Proactive Service® Self Delivery Workshop
A Proven Training Approach.
We have developed the Self-Delivery version of our very successful Proactive Service® workshop to allow you to deliver top quality customer service training to your field team at a time and place convenient for you and your business demands. The program comes with a step-by-step presentation, videos highlighting the key points and clearly defined exercises so that anyone within your organization can deliver the workshop.
The four goals of the Proactive Service® Self-Delivery Workshop are to ensure that field service professionals:
- Recognize the critical importance of interpersonal skills in communicating the value of what they do and in creating an exceptional customer experience
- Understand how interpersonal skills are essential to their success and the steps to take to raise their personal and professional credibility
- Recognize the obligation they have in proactively making recommendations to help customers to be better off
- Learn and apply a simple and practical approach to engaging customers in conversations about their recommendations
The Proactive Service® Self-Delivery Workshop is highly interactive and includes exercises and examples to reinforce key concepts and the opportunity to discuss real-life examples directly applicable to the field service professionals’ daily experience.
Participants will learn:
- Why making recommendations is a critical part of the service provided
- How success depends on the customer’s perception of their credibility
- Specific and practical steps to build credibility with the customer
- How to make recommendations to the customer in a concise and engaging way
- What to do if the customer says “no” and the risks are high
What’s Included:
- Seven workshop videos (embedded in the Facilitator Slide Deck – see below). Each video is focused on a key subcomponent of Proactive Service® under the following headings:
- Personal Credibility
- Professional Credibility
- Proactive Recommendations
- Facilitator Slide Deck
- Step-by-step guide and presentation notes to deliver the workshop materials
- Facilitator Manual
- Background information
- Scripts for each slide
- Suggestions for leading the in-class exercises
- Participant Workbook and Exercises
- Recommended Homework Exercises if delivering the workshop in several short sessions over time
- In addition to the workshop materials, each participant receives a copy of:
- Pocketbook of Proactive Service®
- Beyond GREAT SERVICE book
- Follow-up emails to reinforce key learning points
Advantages of the Self-Delivery Option:
The combination of videos, guided facilitator presentation and comprehensive workshop delivery notes means that anyone can effectively facilitate the workshop – no previous facilitation experience is necessary, and at a time and location that is most convenient.
This option provides several advantages including:
- Ability to deliver an excellent training experience without having to hire an external facilitator
- Flexibility in workshop delivery such as:
- Smaller or larger groups
- One day delivery or smaller segments delivered over a set period of time
- In-person or remote facilitation
- Adjust emphasis and time to specific components of the workshop most relevant under current circumstances
- Opportunity to include relevant examples from real-life experience
- Follow-up emails encourage and reinforce behaviour change
- Use of videos for:
- Keeping core concepts top of mind
- On-boarding new employees
