How to ensure service: roadmap
We are oriented to your company
The corporate training program is optimized for your business input data. Minimum of overall information.
Refund is provided by the terms of the contract.
Trainings and consulting
Training and consulting at the same time. A part of the training is held in the format of discussion, during which we will examine both the questions that had been sent in advance and the new raised questions. We will describe how others work and will try to apply the best practices for you.
The training briefly covers all the main tasks faced by service manager
In the growing markets are investing in sales to faster find new customers. In falling markets are investing in service to take customers from competitors. If you chose this strategy, then we will tell you everything you need to know about the organization of a high-class service in order to maximize the return on these investments and shorten their return periods.
Day 1. Training in the format of discussion and presentation according to the most pressing issues.
Development of work service organization strategy
- - Marketing analysis of the market, determination of target segmentation, SWOT analysis
- - Organization structure of the service department
- - Basic KPI (performance indicators) of the service department
- - Mathematical calculation of the attainability of goals
- - Development of the perspective structure of the organization, based on the goals set, necessary investments and projected deadlines for achieving the goals
- Business process and workflow optimization if the service department
- - Simple tools to increase the business process efficiency
- - General principles of managing remote service centers and “home based” employees
- - Methods of control for remote service centers
- - Work with regional service partners: contracts, standards, reporting
Service organization as a tool for the development of repeat equipment sales
- - The choice specificity of service strategies for different stages of the company life cycle: start-up, rapid growth, flourishing (maturity) of the organization. How to avoid common mistakes
- - Using the service to increase repeat sales and customer loyalty
- - Assessment of customer satisfaction with quality of service
Sales of service contracts and spare parts
- - Important conditions for the development of service as a profitable business
- - The voice of the client: main trends of 2016-2017. How to meet the changing customers’ requirements
- - A list of questions, the answers to which you need to know to prepare competitive offers
- - The function of marginal utility: how to position service products.
- - Development of service products line focused on different market segments
- - Sales of services at different levels: technical specialists, management, business owners
- - Work with key clients. How to prioritize and ensure mutually beneficial cooperation
- - «“Life cycle service”: basics of the concept of long-term work with clients
Motivation and staff development
- - Effective bonus programs for service organization managers and employees
- - Types of intangible stimulation on the examples of Western companies
- - Corporate culture as a way to reduce costs
- - Staff involvement and delegation of authority. How it works
- - Employee loyalty. How to increase productivity and minimize the use of company resources for personal purposes
Day 2. Practical work on the most relevant topics.
- - Organizational diagnostics
- - Interview with staff
- - Assessment of the current situation in the service organization
- - Development of practical recommendations
- - Summing up the training
To calculate the cost, please specify the phone number in the application or contact us in any convenient way (страница contact page).
The head of ServiceAdviser
“In order for the trainings to bring results, it is important for the coach to understand the specifics of the business and to have personal management experience. In my programs, I try to include as much practical recommendations and tools as possible that have worked well for 10 years of my work as a leader in the service of Russian and German companies.
Today, participation in efficiency improvement projects and startup projects allows me to get new practice, use successful experience in developing services in various markets, and develop individual solutions for our clients' businesses as soon as possible.”
- — Market analysis
- — Development of marketing strategy
- — Sales
- — Optimization of business processes
- — Staff motivation
- — Budget Planning
- — Strategic management
- — Strategic Management (MBA)
- — Electrical Engineer (MEI)
- — Professional development: training and conferences on service management (DMG, DEMAG), technical training - more than 50 courses in total
- — Language: Russian, English
“For 15 years of work in the automotive business, I have done a path from a mechanic to a deputy general director of the network of service centers. There has always been very strong competition in our business, but thanks to a competent service strategy, clear and streamlined business processes, the number of our regular customers is increasing regardless of economic crises and other shocks.”
“Document management in service is a very important task. On how the service interacts with other departments, the operational efficiency of the company and the opinion of customers about the quality of the service directly depend.”
At your disposal
Our coach team will arrive to you in every part of the world. We will conduct training at your place. For holding it we will need: conference zone, viewer, tea and a hotel.
At our disposal
We cooperate with the Executive MBA LWB Business School. Trainings are held on the campus of a business school at:
— Mytishchi, Shchorsa st, 34 (5 km away from Moscow).
— On campus there is a comfortable guest house, for students from other cities. Travel documents are issued.
— Date and training program for corporate clients are discussed individually. For information about the date and cost of participation in open trainings and seminars, please contact us.
Application for taking part in trainings
Producer of climatic equipment
- Newly created service center became self-sufficient in less than half a year.
- The service and spare parts agreements were signed with key clients.
Supplier of industrial cranes and crane components
- The strategy for increasing spare parts sales and post-guarantee service was developed and successfully implemented
- Performance indicator.
German manufacture of machine tools
- Turnover increasing in 1,8 times for 1,5 years
- The spare parts delivery time was decreased for 30%, new employees were recruited and trained response