The service factory consists of a service delivery model and service sales model that is configured using standard components from a corporate library, resulting in personalised experiences that are repeatable and consistent.
Currently, most industries are being commoditised and suffer from severe pressure growth and margins. This also impacts the revenue and margins on product related services, like maintenance and break-fix services.
Most successful businesses are transforming to a services led and customer centric business.
This all requires continuous, adequate and actionable customer insight on customer expectations, needs, value perception and experience with your brands, products and services. The challenge in here is that most of the critical insights are rather intangible and that the insights should be deployed and actioned throughout the organisation, at strategic levels, management levels and operational (delivery, marketing and sales) level.
The Field Service Management Course is designed to further develop practical management skills required by managers, resulting in the optimisation of productivity in service operations and an improved customer experience.
The Trusted Advisor Course is part of the global service industry standards and best practices and the focus is on increasing customer orientated behaviour in every aspect of the employee, in a consistent way.
This four and a half day course is created to provide training on the fundamentals of management relative to the support environment, and to enhance the inherent skills and knowledge of support managers.
