RCCSP Now Offers Field Service Professional Training, Certification
To train new hires and refresh the skills of current employees the RCCSP Professional Education Alliance has developed a new and appropriately online and self-study (for these remote workers) the Certified Field Service Professional online training course. It offers a self directed, modular, and interactive online learning opportunity with on-the-job tools for the field engineers combined with a skills reinforcement tool kit for field leaders.
As these personnel are working face-to-face with their employers’ customers there is a strong focus in the Certified Field Service Professional course on customer interaction skills including cross-selling and upselling: essential in today’s economy and in making support a profit center rather than as a cost center.
This course prepares participants to take an online exam and become a Certified Field Service Professional. Instructions on scheduling the exam are provided upon course completion. Training fees--$495-- include the certification.
Here are the key objectives the RCCSP Professional Education Alliance course covers:
These include managing customer perceptions, making communications successful and listening effectively. It also covers managing customer expectations, how to get customer buy-in, how to show value and confirm satisfaction with the customer and how to engage the customer so they are involved and focused on what is being said. It outlines barriers to communication and describes techniques to overcome them.
Understanding yourself and your customer
The instruction covers effective questioning including types to maintain situation control, clarifications and to overcome customer assumptions or the field tech’s assumptions, with examples. It outlines the various levels of adult knowledge with strategies for successful communication with each level. It also delves into communication preferences and how to deal with personality conflicts. Equally if not more importantly it teaches about delivering service beyond and above satisfactory including how to turn complaints into additional service opportunities, match company services and products to customer needs and how to professionally offer identified services and products.
The teaching in this objective goes into how field reps can effectively communicate with customers. It discusses face-to-face communications including the importance of professional appearance and reading body language cues to determine the real message and how to respond with control to hostile questions from the audience when presenting. It gives lessons on proper phone and electronic communications i.e. e-mail and text with an emphasis on providing a positive and professional image.
Customers can be as much of a challenge as the problems the reps are sent to solve; they are sometimes the cause of their own misfortune. There is instruction on managing challenging situations including escalations, overcoming objections, how to effectively say “no”, on conflict resolution and on calming customers and negotiating basics.
Maintaining confidence and credibility / effective teamwork
These lessons cover maintaining confidence and individual and corporate credibility. They also explore teamwork: including how to use both analytical and interpersonal behaviors in working with teams and what are the requirements of effective team leaders and team members.
Basic organization and productivity
To meet these objectives there is instruction on stress management including identifying the signs and methods of relieving them to prevent burnout. Lessons on time management will help techs to stay on track to meet goals.
For more information and/or register click here or call (708) 246-0320.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard