Pack performance - Leadership lessons in team working
Course summary
Using ‘reflective learning’ techniques, consultative communication skills and the appreciation that ‘colleagues are also customers’, participants soon recognise and demonstrate that working together as a ‘cohesive team’ is very powerful, rewarding and progressive; as it ensures that customer expectations are consistently exceeded, customer satisfaction assured and operating efficiencies are maximised.
The workshop may contain presentations, reading exercises, team activities, team competitions, discussion sessions, practical sessions, video extracts, reference material, workbooks and personal action diary to help the individual transfer the acquired knowledge and skills into their own particular environment.
Target group
All personnel involved in delivering after sales service on-site or to their customer’s premises such as service engineering personnel, service support staff and similar customer-facing groups.
Previous knowledge
A good practical knowledge is required of their own company’s equipment, products and services for which they provide customer support. For Service Engineers, experience of visiting customers in a post sale technical support role is highly advisable. Ideally, participants for this course will have attended the Service Ambassador Communications modules.
Workshop syllabus and duration
Team Power is a bespoke inhouse workshop that should be tailored to suit the needs, objectives and previous experience of a services team. It is intended that the specific training outcomes, associated syllabus and workshop duration are jointly identified following a 1⁄2 to 1 day precourse consultancy with a Festo facilitator.
Training outcomes
This workshop raises the awareness and develops the ability of service engineering personnel, or any customerfacing group, to work together as a team.
Team Power workshops have their greatest impact when they are adapted to reflect the needs and objectives of individual customers. However, as a result of attending a Team Power workshop the participants can typically expect:
- To recognise the significance of the 3 core competencies in a successful team environment
- To continue to develop their communication, behavioural and attitude handling skills To adopt the culture that colleagues = customers
- To appreciate the significance of personal responsibility (ownership) in the team environment
- To accept the principle of ‘shared responsibilities’ in the team environment
- To recognise that the primary objective of a service team is to continuously deliver ‘customer satisfaction’
- To discover that delivering ‘customer satisfaction’ makes them all winners!
To discuss this seminar in more detail over a coffee, please contact the business centre on (01604) 667584 or alternatively, e-mail business_centre@festo.com