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“Sales sells the first machine, Service sells the second.”

Service Development Program

Your service organisation is the most visible face of your brand.  How does your service team represent your brand?

Our program is designed to equip your team with positive language and behaviour. This will ensure that your service organisation is strengthened and developed as a powerful sales argument.

We also work to unlock the sales potential of your service organisation. We enable your people to identify opportunities and actively promote service products.

The program is based
on the following three pillars

Wir halten zusammen

Employee retention

Our program is designed to motivate and increase identification with your company. As a credible outsider, we will show the team the benefits of your company and the industry as a whole.

Customer skills

The second focus is on personal appearance and language. How to make the best possible overall impression on the customer. Or how to improve your net promoter score (NPS). We show how to move angry customers from emotional to factual discussions and how to deliver bad news positively.

Mitarbeiter arbeiten gut zusammen.
Umsatzsteigerung, Treppenstufen nach oben.

Commercial Awareness

Service people are not sales people. They don't have to be. However, they can identify sales opportunities and proactively present them to customers. We'll show your team when to promote service products and how to do it.

For sustainable success, every single employee must be able to identify with the content and relate to the situations we describe. This is why our training programs for service are 100% tailored to our customers, their industry and the challenges they face.

 

Training duration: 1 day - to get the team up and running as soon as possible.

Follow-up: To ensure that key messages are retained, we offer customized follow-up options. For a compounding effect, we recommend a cycle of three training sessions every 18 - 24 months.

 

Sessions and Subjects

Know your company

9 Rules of Service

Effective language - getting rid of bad

language and replacing it with good language

How to collect and work in facts, not emotion

How to be a Trusted Advisor

Service and Sales cooperation

How to give bad news

How to handle an irrational or irate 

customer (or colleague)

How to defend your prices

(spare parts/hourly rate)

The Service Navigator and your Service

Products

When to promote a service product;

What language to use

Customer Stress Points

Real Case Studies

Tastatur
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