Proactive Service® Workshop Support

The success of any training program will depend on a number of factors ranging from management engagement to ensuring the processes and systems are in place to support the behaviour change required. A critical component of support is repetition and reinforcement. To help you ensure you get the most from your training investment, we offer two valuable tools to engage management and keep the concepts alive.

Proactive Service® Refresher Exercises

The Proactive Service® Refresher Exercises are short, interactive modules to reinforce the key concepts of the Proactive Service® workshop. They provide a simple solution to help managers maintain the focus of field service professionals in actively engaging their customers in conversations about products and services to help them to be better off. They are specifically designed for presentation during regular service/safety meetings.

The Refresher Exercises come complete with step-by-step instructions, videos and activities to engage the team and promote discussion on the team’s critical role in promoting services to their customers. The field team leaves each session with a commitment to apply the principles learned which contributes to the desired behaviour change.

The Proactive Service® Refresher Exercises Include:

  1. Eight individual exercise sessions ranging in duration from 15 to 30 minutes. (Note: Delivery of the exercises can easily be adjusted to increase or decrease the duration of each session).
  2. A concise facilitation guidebook providing helpful suggestions on how to present each exercise.
  3. A short slide presentation for each exercise session to guide the discussion.
  4. Links to streaming videos presenting the key concepts.

The Proactive Service® Refresher Exercises are ideal for those organizations who have completed the Proactive Service® workshop and who want to fully engage everyone on the field service team in making recommendations to help their customers to be better off. Coupled with our post training follow up emails, these refresher exercises will help you integrate Proactive Service® into your service culture.

Follow Up Emails

We have create a series of 15 short follow up emails to be sent by management at the conclusion of Proactive Service® training. These emails are designed to be sent by the manager or supervisor on a weekly or bi-weekly basis to reinforce the key concepts of Proactive Service® and to continue to motivate the service team to engage customers in conversations about products and services that can benefit them in some way. When used in conjunction with the Proactive Service® Refresher Exercises, these form a powerful reminder of the critical service technicians provide through their recommendations and help drive Proactive Service® activities into the service culture of the organization.