Join the Community  •  Contact Us
Welcome Guest Login
  

CSP-I: Field Service

The Essentials of Field Service Communication

  

CSP—I Certification Training
This program is designed for professional field service representatives who are candidates for AFSMI's Certified Support Professional I (CSP-I) certification. Developed especially for technology-based industries, The Essentials of Field Service Communication™ teaches your employees the professional support skills they need to be AFSMI certified and to make a positive difference with customers in the field.

 

Course content

Module 1: Showing Customers You Care

  • Combining technical know-how with interpersonal skills
  • Recognizing and addressing customers' non-technical needs
  • Integrating ethics and values into the field service environment

 

Module 2: Making a Positive Impression

  • Projecting a positive image
  • Using simple, positive language
  • Understanding the power of body language

 

Module 3: Establishing a Relationship

  • Creating a professional impression when greeting customers
  • Setting customer expectations for service
  • Building rapport with customers

 

Module 4: Understanding Customer Needs

  • Using an efficient questioning strategy
  • Honing your listening skills
  • Confirming your understanding

 

Module 5: Evaluating and Managing the Situation

  • Classifying and working the problem
  • Handling requests for increased scope of work
  • Briefing the customer

 

Module 6: Ending the Service Call

  • Adding value and closing the call
  • Documenting the call
  • Following-up after the call

 

Module 7: Managing Challenging Situations

  • Staying positive under pressure
  • Cooling down challenging situations
  • Escalating the call

 


To enroll now contact dferrer@afsmi.com

 

Click here to register for the Fall 2008 Sbusiness World Conference in Las Vegas