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The Art Of Customer Service

World Class companies are moving beyond the reduction of ‘direct labor costs’ and focusing on indirect cost and quality factors. As a result, new manufacturing strategies dictate closer relationships with fewer vendors. Now, more than ever, manufacturers are evaluating vendor quality and after-sale service performance on existing equipment when purchasing new machine tools. Service staff may now be the most critical link in establishing long-term customer attitudes which guarantee customer retention.

Customer Retention & The Role Of Service

• World Class Vendor Relationships

• The Cost of Loosing a Customer

Communicating With Customers

• Why "First Impressions" are Important - What Customers Really See!

• Understanding a Customer’s Emotions and Decisions

• The Harmful Effects of Not Listening to Customers

• How Customers View Machine Quality and Ownership based on their Age

• Working with Women Customers in Manufacturing

Sales & Service Strategies

• Who is the Account Salesman? A Personality Profile

• Working with the Salesman - A Lesson in Persuasion

• Communication & Account Profiles

• Buying Team Activity and the Serviceman

Customer Training Tips

• How Customer’s Learn and Retain What You Teach?

• Training Techniques that Work

• Using Criticism Effectively

• Customer Loyalty & Training

Customer Meeting Dynamics

• How to Identify Key Influencers in a Meeting

• Four Meeting Control Strategies

• Understanding Seating Arrangements in Customer Meetings

• Meeting Energy & Timing

World Class Manufacturing Trends

• Introduction to World Class Manufacturing

• The ‘Lean Manufacturing’ System

• Market-Driven Manufacturing Flexibility - Routing, Machine & Product-Mix

• Cellular Manufacturing Techniques

• ‘Just-In-Time’ Manufacturing

• Kanban Productivity Advantages
  

Length: 3 to 4 hours based on product and market complexity.

Who: All employees involved in the sale, marketing or application (engineering) of products and services.

Syllabus: An interactive format, stapled syllabus is available.

Size: The group size is flexible.

Room: U-shaped table arrangement is preferred for groups under 25. Theater seating for over 25.

Equipment: Overhead projector and flip chart. Over 60 participants will require sound amplification.

Decision Technology, Inc.
1665 Fawn's Ridge Dr.
Ada, MI  49301, USA
Phone: 1+ (616) 676-4650
This site authored & maintained byVision Learning Systems info@decisiontec.com

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