Service Sales – Rethinking!

Services cannot be touched, stored, or demonstrated – their value is not created at the moment of delivery, but through the customer's experience. This makes it all the more important to understand the relationship with the customer as a process of joint value crea-tion (co-creation). 

Today's customers are not looking for standardized offerings, but for solutions that relieve them, empower them, and help them advance in their individual situations. And they are looking for partners who understand their world – and actively shape it with them. This seminar teaches you how to rethink and communicate services based on service-dominant logic: not as a product substitute, but as a continuous value process built on trust, dialogue, and shared success.

The seminar covers: How a new way of working with customers can be achieved based on service-dominant logic.
The “new way of thinking and communicating” creates a platform with customers for a continuous value process based on trust, dialogue, and mutual success.

From delivery to tangible added value

In this seminar, you will learn: 

• How to formulate services as a value proposition.
• How to involve your customers as active co-creators in the solution process.
• How open and cooperative communication becomes the basis for sustainable customer relationships.
• How continuous dialogue creates viable and loyal customer relationships. 
• What role can you play as a trusted advisor in the service process. 

At the end of the seminar, you will have a clear action plan for the further development of your service relationships – supported by a practice-oriented toolbox for use in everyday life.

Effective relationship building

• From provider to value partner – mindset and principles of service-dominant logic
• Developing differentiated customer relationships: segmentation, maturity models,potential
• Emotional access to services: understanding instead of persuading 
• Service offerings as a dialogue process – how benefits are created jointly for both sides in the co-creation process
• The three pillars of value-adding service relationships: understanding context, trust, continuity
• Individual action planning: customer loyalty, understanding roles, positioning

Think, participate, create

• Interactive impulses & exchange on best practices 
• Group exercises with concrete customer scenarios 
• Reflection on your own customer relationships 
• Presentation & feedback: How clear is your value proposition? 
• Practical tools for direct application in day-to-day business

Who is the seminar for?

This seminar is aimed at people who want to actively shape service relationships and develop long-term customer partnerships.

It is particularly aimed at:

• Service technicians 
• Service managers and specialists 
• Employees in direct customer contact in an advisory capacity
• Sales and account roles with a focus on relationship management

It is ideal for anyone who not only wants to provide services in their role, but also wants to build trust, promote loyalty, and create tangible added value and enthusiasm together with customers.

The speakers and coaches at the ISS International Business School of Service Management are active managers, entrepreneurs and consultants with many years of service experience.

Duration: 2 days (classroom training)

Start/End: 09:00 am to 05:30 pm each

We will inform you about the location of the event in due time.

What you can expect from us:

• Seminar participation & networking
• Seminar documents
• Drinks and lunch
• Certificate of attendance

Please contact us for a selection of hotels for your accommodation.

Seminar € 2,360.00 plus VAT

Business Networking Package

The Business Networking Package is optional and includes the individual support of the participant throughout the entire duration of the course. Evening events with course participants and accommodation in the same hotel promote networking between the participants and increases their motivation. This package was developed for holistic learning and has proven to be a valuable addition to the course.
The price is subject to fluctuations due to the event and hotel selection and is communicated individually.

ISS International Business School of Service Management

Leinpfad 1
D-22301 Hamburg
Fon: +49 40 53 69 91-55
contact@iss-hamburg.de

We also offer all seminars and courses in-house, in English, customized and on demand.
Subject to change.