FIELD APPLICATION SPECIALIST
This training has been designed for both experienced and new Field Application Specialists learning unique customer service skills to ensure success in their high expectation and complex environment.
The practical tools and exercises in the training will improve the participant’s ability to manage customer expectations effectively, while delivering application support at the customer site.
Objectives of the training
After this training, participants will be able to:
- Manage and steer customer expectations during the delivery of on-site application service
- Communicate with customers and be sensitive towards their service needs
- Spot opportunities for service sales opportunities and how this can benefit the customer
- Understand the service delivery chain and how to cooperate with others to ensure you deliver high quality service
- Understand how to plan and prioritise your service tasks and ensure they fit in one day
- Understand what it means to have a customer centric attitude, how this will help to better serve customers and how it can optimise the way you work with colleagues
Training outline
The training consists of the following modules:
- Prepare, execute, and close field service visits
- Communicating with customers
- Know the service delivery chain and how to cooperate with others
- Understand and manage the customer service experience
- Customer centric attitude
- Acting as a trusted advisor when delivering service
- Understand how to apply business competencies in delivering service
- Work with service management applications
- Ensure all service delivery tasks fit in a day
- Manage your personal development in the service organisation
Training Features
Language: English (other languages upon request)
Price: Online Self-Paced: € 895
Online Coach-led: € 1,895
In-house: On-request
Duration: +/- 30 hours of self-learning that can be spread over one year
For whom: For both experienced and new Field Application Specialists operating in a technical service organisation