Course : Boost performance and customer satisfaction with quality after-sales service
Practical course - 2d
- 14h00 - Ref. SAV
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 | Focusing teams on service quality |
| Develop [ customer relationship " employee skills |
| Set objectives and organize the work of your team |
| Managing difficult situations |
| Managing and measuring service quality |
Intended audience
Managers and heads of after-sales services, maintenance teams or hotliners.
Prerequisites
No special knowledge required.
Practical details
Hands-on work
Self-diagnosis, role-playing, role-playing situations, construction of management tools. Individual progress plan fed throughout the course.
Teaching methods
Active, participative teaching methods. Alternating theory/practice with application to the context and experience of participants.
Course schedule
1 Define the tasks and scope of the after-sales service manager
- Aims of after-sales service management.
- Define your scope of intervention.
- Match the expectations of your managers with those of your team.
- Adapting management to technical teams.
Exercise
Self-diagnosis to identify your management style and associated behaviors.
2 Managing after-sales service
- Take account of after-sales service constraints in customer satisfaction.
- Helping technicians to move from a technical logic to a customer relations logic.
- Mobilize and sensitize technical teams around service quality.
- Putting service quality at the heart of management.
Role-playing
Leading a meeting of call center agents, motivating them to switch to a customer-oriented approach. Group debriefing.
3 Motivating and stimulating your team of technicians
- Adopt a manager-coach posture.
- Develop active listening skills and empathy with technicians.
- Give positive signs of recognition and encourage progress.
- Analyze customer motivations.
- Motivate your team to perform.
- Instilling a commercial culture in technical populations.
- Recognize and promote the achievements of our technicians.
Role-playing
Supporting and communicating effectively with your team. Group debriefing.
4 Leading and managing the business
- Organize balanced intervention schedules.
- Define objectives and measurement indicators.
- Focus on quality: quality of repairs, quality of reception in the center and at the customer's premises.
Exercise
Creation of management tools and quality indicators.
5 Handling difficult after-sales situations
- Know how to motivate a technician.
- Refocus on customer loyalty.
- Manage team tensions and conflicts.
Role-playing
Dealing with demotivated technicians, managing team conflicts. Group debriefing.
6 Personal Progress Action Plan
- Self-analysis/diagnosis by each participant.
- Highlighting personal talents.
- Detect your potential and pull your lower functions upwards.
Exercise
Building a personal development plan.
Publication date : 01/31/2024
PARTICIPANTS
Managers and heads of after-sales services, maintenance teams or hotliners.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Managers and heads of after-sales services, maintenance teams or hotliners.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.
Dates and locations
Dernières places
Date garantie en présentiel ou à distance
Session garantie
This programme is an original creation, developed by the teaching teams at ORSYS Formation. Any reproduction, representation, adaptation or use, in whole or in part, without the prior written authorisation of ORSYS, is strictly prohibited. ORSYS reserves the right to take any action necessary to protect its intellectual property rights.