“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

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.


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
