Field Service USA 2016 (past event)
April 25 - 28, 2016
Array
Richard Lampner
Leadership Training & Development Manager
Cashman Equipment Company
Check out the incredible speaker line-up to see who will be joining Richard.
Download The Latest AgendaPerformance Workshop Day
Thursday, January 4th, 2018
13:10 Soft Skills Training For A Field Service Technical Workforce
Many companies strive for improving the Customer Experience, and motivating front line personnel. There is an abundance of “awareness” type of material on Customer Experience - however, it is of a universal and general nature. The demanding environment that Field Service personnel work in requires more specific training for soft skills that are appropriate for Field Service. In addition, soft skills don’t come naturally to a technical workforce – but successful methods can be defined – and structured soft skills and performance related training can be developed. Discussion includes:
• Soft skills require practice, in order for the personnel to apply them “in their own words”, and style.
• A lecture format by an instructor does not develop skills – Caterpillar has devised a method which causes all participants to practice, and demonstrate skills – in the class room environment – with participants helping one another.
• Training to a specific “standard operating practice” for each customer touch point, such as: customer call-in; communication prior to arrival; arrival at customer site; communication during repair; follow up after repair.
• Seeing service thru the customer’s eyes (prevents a myopic and one sided view of the customer interaction). Accepting personal responsibility to manage negative customer situations. Verbal skills for dealing with irate customers.
Discussion topics for the workgroup session include:
• What are some of your critical customer touch points that require better soft skills by the technician?
• How much soft skills training, or other customer interaction skills training has your company done in the past? Plan or desire to do, in the future?
• Considering your technicians skills, behaviors: what type of learning processes would make soft skills training effective: on line, self-learning? Classroom, lecture style presentations? Classroom, participative learning (role playing, skills practice / skills demonstrating?)
• Soft skills require practice, in order for the personnel to apply them “in their own words”, and style.
• A lecture format by an instructor does not develop skills – Caterpillar has devised a method which causes all participants to practice, and demonstrate skills – in the class room environment – with participants helping one another.
• Training to a specific “standard operating practice” for each customer touch point, such as: customer call-in; communication prior to arrival; arrival at customer site; communication during repair; follow up after repair.
• Seeing service thru the customer’s eyes (prevents a myopic and one sided view of the customer interaction). Accepting personal responsibility to manage negative customer situations. Verbal skills for dealing with irate customers.
Discussion topics for the workgroup session include:
• What are some of your critical customer touch points that require better soft skills by the technician?
• How much soft skills training, or other customer interaction skills training has your company done in the past? Plan or desire to do, in the future?
• Considering your technicians skills, behaviors: what type of learning processes would make soft skills training effective: on line, self-learning? Classroom, lecture style presentations? Classroom, participative learning (role playing, skills practice / skills demonstrating?)