MCABC & CEC present The Proactive Service Workshop, a highly interactive training program designed to help field service technicians build and leverage stronger, more durable business relationships, and identify and close more business opportunities. The workshop shows technicians how to add much more value and provide even higher levels of service by proactively discussing ways their ﬁrms can help customers.
1 Gold Seal credit upon successful completion!
Venue: TBD, Burnaby
WHAT WILL TECHNICIANS LEARN?
Among its many benefits, this workshop will:
- Help participants recognize that making proactive recommendations for additional products and services is part of the overall service provided.
- Show the importance of personal credibility (trust) in service success and develop personal action plans to build it.
- Discuss the role of professional credibility (competence) in the customer’s evaluation of the competence of the service technician, the quality of their work and how to communicate this through on going service delivery.
- Introduce and practice how to engage the customer in proactive conversations and communicate the value of the recommendation.
Instructor: Jim Baston
Prior to founding BBA Consulting Group in 2001, 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.