Proactive Service® Workshop for Field Service Personnel
Date(s): November 16, 2017
Duration: 1 day
Time: 8:30 am – 4:30 pm
Member Price: $550.00 + HST
Non-Member Price: $715.00 + HST
***This course is Gold Seal accredited (1 Credit)***
Who Should Attend: Employees new to field/customer service; Experienced service technicians to fine tune their skills; Service Managers and Supervisors; Salespeople who work closely with field service personnel; Dispatchers and other service support staff .
The Proactive Service® Workshop for Field Service Personnel provides the direction and the skills needed for field service professionals to initiate and expand stronger customer relationships and identify additional business opportunities.
Objectives:
- Demonstrate to the field service technician the basics of building personal credibility and how they can implement these in their day-to-day activities
- Provide the field service technician with awareness and proven techniques to improve communications skills that contribute to professional credibility
- Help the field service technician become more comfortable in presenting recommendations to the customer that will benefit their operations.
All attendees of the Proactive Service® workshops will receive training workbooks and related exercises as well as a copy of BBA Consulting Group Inc.’s “Pocketbook of Proactive Service®”. The “Pocketbook” is a summary of the course materials and is intended for the field service technician to keep for handy reference.
Anticipated Results:
- Higher revenues at higher margins – improved profitability per customer
- Increased technician productivity based on a percentage of billable hours
- Broader, more extensive service relationships
- Improved levels of customer retention and satisfaction
- Reduced customer servicing costs
- A superior, more differentiated account management strategy
Facilitator: Jim Baston, President of BBA Consulting Group Inc.
Since founding BBA Consulting Group in 2001, Jim has focused his attention on helping technical service companies develop and implement strategies to transform field service personnel from reluctant into enthusiastic promoters of their company’s products and services.
As a key component of his company’s offering, Jim spearheaded the development of a service initiative called Proactive Service® to successfully engage field service technicians more actively in business development activities. He has worked with service firms across North America and in Europe to help them develop the systems and focus to create a successful program. Jim has worked with and trained thousands of service technicians in a broad range of service industries.
Prior to founding BBA Consulting Group Inc., Jim was a Divisional General Manager with a large, regional service and contracting company. Jim holds an MBA from the University of Toronto, and has lectured on marketing management and strategic planning at Seneca College in Toronto. Jim has achieved the recognition as a Certified Management Consultant (CMC) by the Canadian Association of Management Consultants and is a member of the Institute for Performance and Learning.
Cancellation Policy
-Cancellations must be received no later than 10 business days prior to the course date to be eligible for a 75% refund of registration fees.
-No refunds will be issued after this date.
-If you register for the course and do not attend, you are liable for the full registration fee unless you cancel according to the terms stated above.
-If you are unable to attend after registering you may send a substitute up to and including the day of the course. Please provide a name and email address for name tag and records.
-CANS reserves the right to cancel any course and will, in such an event, provide a full refund of registrations fees. Every effort will be made to give registrants a reasonable notice of cancellation.
-No liability is assumed by the organization for changes in course dates, content, speakers, or venue.
