Including:

• E-learning Course: Mastering AI in Service is a unique interactive learning experience for service leaders that want to master how to lead a service business using AI.
• 3 Online Forums

• 1 person: Select one of the three online forums
• 12 months access to the latest best practices of how to use AI in a service business.
• Access to the On-line Member Zone

• 1 person: Select one of the two In-person forums.
• 12 months access to the latest best practices of how to use AI in a service business.
• Access to the On-line Member Zone

The training has 4 modules: 

• Module 1: AI Fundamentals and Leadership Transformation
  An introduction to core AI concepts and capabilities, with a focus on how AI is reshaping decision-making. This module explores what leaders will need to do differently—rethinking strategy, governance, and ways of working in an AI-driven environment.

• Module 2: AI Across Service Business Areas
  A deep dive into how AI can enhance the key functional areas within a service business. This module provides detailed, practical examples of how AI improves efficiency, customer experience, and performance across core service operations.

• Module 3: Transformation Path and Evolving Service Roles
  An in-depth look at the transformation journey toward AI adoption. This module explains how roles within service organizations will evolve, the new skills required, and outlines a clear roadmap for implementing AI initiatives.

• Module 4: Implementing AI in Service Organizations
  A practical guide to executing AI initiatives within service organizations. This module covers implementation roadmaps, key success factors, and critical constraints to consider in order to ensure sustainable and successful AI adoption.

The Field Service Planner and Scheduler training has been created for both experienced and new field service planners and schedulers operating in a manufacturing company. The training equips Planners & Schedulers with the required competencies to tackle every scheduling request, to calculate and manage required capacity to fulfil all service requests, and to know how to manage customer expectations.

The practical tools and exercises in the training will improve the way one works with customers and colleagues to ensure field service is delivered on time and according to customer expectations.

Objectives of the training

After following this training, participants will be able to:

• Plan and control service requests and apply different scheduling approaches for different types of requests (installation, break-fix, preventive maintenance, predictive maintenance etc.)
• Understand different maintenance strategies (preventive, predictive and proactive) and the implications on different service requests
• Calculate the required field service capacity to fulfil all service requests according to customer requirements
• Manage and prioritise your tasks despite unpredictable service volumes
• Understand the purpose of each service department and how you can be the link between the support centre, smart centre, and field service
• Know which performance metrics are used to measure the success of field service planning and scheduling and how you can drive performance
• Communicate with customers about scheduling appointments
• Manage customers and solve planning and scheduling conflicts with customers

Training outline

The training consists of the following modules:

• Maintenance, Strategy, Planning and Execution Delivery Process
• The Field Service Scheduling process and principles
• The field service planning process and principles
• Understand and manage the customer service experience
• Managing your time despite unpredictable service volumes
• The essentials of collaboration in service
• Managing service requests as projects
• Think analytical when delivering services
• Communicating with customers
• Customer centric attitude
• Understand how to apply business competencies in delivering service

Training Features

Language: English (other languages upon request)

In-house: On Request

Duration: +/- 35 hours of self-learning that can be spread over one year

For whom: for people that fulfil a planning and scheduling role within a field service environment.

Price: Online Self-Paced: € 1,750

Price: Online Coach-led: € 2,750

This Trusted Advisor training has been created for service professionals operating in any industry, and at any level. It serves as a practical guide on establishing and maintaining relationships with customers. The training will assist anyone whose business is built on trust, and who believes that service business growth depends on excellent service and positive customer experiences, resulting in long-term client relationships.

The practical tools and exercises in the training will improve your ability to earn trust and to sharpen your trust-building skills. You will be taught how to approach prospects and clients based on a relationship of trust, and how to implement this skill in your daily work life.

Training outline

The training consists of seven modules:

• Module 1: Trusted Advisor
• Module 2: Maintaining Confidence and Credibility
• Module 3: Communication Methods
• Module 4: Organisation and Productivity
• Module 5: From Lead to Closure - Understanding Yourself & Your Customers
• Module 6: From Lead to Closure - Dealing with Customers - Interaction
• Module 7: From Lead to Closure - Dealing with Customers – Closure

Training Features

Language: English, German, Dutch, French, Spanish, Turkish and Russian (other languages upon request)

In-house: On request

Duration: +/- 18 hours of self-learning that can be spread over one year

For whom: all service professionals that are customer facing

Price: Online Self-Paced: € 595

Price: Online Coach-led: € 1595

This training provides a comprehensive guide on leading digital service transformation including the strategic, operational, and technological elements. You will learn why and how to take action to improve your competitive advantage by changing your service business model.

This training combines theory with proven best practices, and you will use assessment tools to understand the starting point of your digital service transformation journey.

Objectives of the training

After this training, participants will know how to:

• Design the digital service transformation plan and create new digital service business models
• Lead the digital service transformation
• Improve customer value analytics
• Develop new services based on customer analytics
• Reduce costs by digitising service delivery models
• Increase revenues by designing a sales and marketing model for digital services
• Design the IoT platform enabling the new digital service transformation
• Attract, engage, develop, and retain digital service talent
• Establish a digital knowledge management process to enhance your services

Training outline

The training consists of four modules:

Module 1: Strategy

• Create value with services
• Differentiate with services
• Developing, selling, and delivering services
• Vision, Strategy and leading a service transformation

Module 2: Customer

• Critical success factors in service life-cycle management
• How customers perceive value
• Customer research
• Managing customer experience

Module 3: Customer

• The digital service factory
• Standardisation and personalisation
• Successful service sales models
• Managing knowledge

Module 4: Management & Leadership

• Get buy in and support from the different stakeholders
• Leading a service transformation
• Typical service transformation changes
• Service transformation challenges

What previous participants say about the training course

“It puts a lot of pieces of the service puzzle together, from strategy to design, developing and implementing new digital services, and running a full-service transformation programme. It is a hands-on approach that you can use from day 1.” – Dominic Bruning, Director Global Services & Servitization, Axis Communications

“Want to know where to start the service transformation? Follow this course!” – Daan Hommeles, Service Manager Benelux, Tennant

Click here to read a case study on how a client experienced this training.

Training Features

Language: English (other languages upon request)

In-house: On Request

Duration: +/- 40 hours of self-learning that can be distributed over one year

For whom: (Senior) Executives, Service Directors, Service Managers, Service Programme leaders, IT leaders focused on the service business

Price: Online Self-Paced: € 1,950

Price :Online Coach-led: € 2,950

This training has been designed for both experienced and new Field Service Engineers learning unique customer service skills to ensure success in their high expectation and complex environment.The practical tools and exercises in the training will improve the participant’s ability to effectively manage customer expectations, while solving technical issues at the customer site.

Objectives of the training

After this training, participants will be able to:

• Manage and steer customer expectations during the delivery of on-site service
• Communicate with customers and be sensitive towards their service needs
• Spot opportunities for service sales opportunities and how this can benefit the customer
• Understand the service delivery chain and how to cooperate with others to ensure you deliver high quality service
• Understand how to plan and prioritise your service tasks and ensure they fit in one day
• Understand what it means to have a customer centric attitude and how this will help to better serve customers and optimise the way you work with colleagues

Training outline

The training consists of the following modules:

• Maintenance, Strategy, Planning and Execution Delivery Process
• Prepare, execute, and close field service visits
• Communicating with customers
• Know the service delivery chain and how to cooperate with others
• Understand and manage the customer service experience
• Customer centric attitude
• Acting as a trusted advisor when delivering service
• Understand how to apply business competencies in delivering service
• Work with service management applications
• Ensure all service delivery tasks fit in a day
• Manage your personal development in the service organisation

Training Features

Language: English (other languages upon request)

In-house: On Request

Duration: +/- 30 hours of self-learning that can be spread over one year

For whom: For both experienced and new Field Service Engineers operating in a technical service organisation

Price: Online Self-Paced: € 895

Price: Online Coach-led: € 1,895

The Service Manager training is designed for both experienced and new Service Managers that provide management to local (country level) service teams and are responsible for customer satisfaction, service revenue and costs in their region. The training equips Service Managers with the required competencies to implement a service strategy, manage and engage a service team and ensure that everyone is equipped with the right competencies to deliver high-quality services and manage customer expectations.

The practical tools and exercises in the training will improve the Service Manager’s ability to lead the service team and ensure they deliver superior customer experiences and an outstanding business performance.

Objectives of the training

In this training participants will learn more about the definition and purpose of the Service Manager role, and the required competencies to fulfil this role successfully.

After this training, participants will be able to:

• Lead the service team in a motivating way to drive desired behaviour
• Manage changes to continuously drive team performance
• Understand the similarities and differences of field service and support centre services and how to drive performance of both teams
• Set up a service sales model and ensure that the whole service team contributes to the generation and closure of service sales opportunities
• Deal with customer escalations and develop a working relationship with customers as a manager
• Calculate typical service organisation metrics and analyse metrics to spot performance improvement opportunities
• Prepare and monitor the budget of a service organisation

Training outline

The training consists of the following modules:

• Analytical skills
• How to use performance management
• How to prepare and use a budget
• Coach, evaluate and manage from a distance
• Leading the service organisation
• Engage people in a change
• Service Sales models
• Service Knowledge
• Implementing service strategies
• Communicate with customers and colleagues
• Customer and escalation management
• Why customer experience is important
• How to develop conceptual thinking

Training Features

Language: English (other languages upon request)

In-house: On Request

Duration: +/- 30 hours of self-learning that can be spread over one year

For whom: new and experienced Service Managers

Price: Online Self-Paced: € 1,950

Price: Online Coach-led: € 2,950

The Service Sales Professional training has been created for any person responsible for growing service revenues. It will assist anyone that wants to generate service revenue by improving customer value and loyalty.

The practical tools and exercises in the training will improve your ability to earn trust and to sharpen your service sales skills. You will be taught how to approach prospects and clients based on a relationship of trust, and how to implement this skill in your daily work life.

Objectives of the training

After this training, participants will be able to:

• Follow the process to sell services
• Articulate the value of service to convince customers
• Develop a relationship of trust which will increase sales conversation rates
• Leverage the internal network to identify service sales opportunities
• Identify service sales opportunities by analysing customer data
• Apply different types of service sales techniques to convince different types of customers
• Reinforce those characteristics that will make you a trusted advisor

Training Features

Language: English (other languages upon request)

In-house:On Request

Duration: +/- 20 hours of self-learning that can be spread over one year

For whom: all professionals with a service sales responsibility

Price: Online Self-Paced: € 895

Online Coach-led: € 1,895

The Support Centre Manager training is designed for both experienced and new support centre managers. The training equips Support Centre Managers with the required competencies to manage customer requests and expectations, evaluate and manage their support centre team, and apply service knowledge to continuously enhance their team’s activities.

The practical tools and exercises in the training will improve the Support Centre Manager’s ability to lead the support centre team and ensure they deliver superior customer experiences.

Objectives of the training

In this training participants will learn more about the definition and purpose of the Support Centre Manager role, and the required competencies to fulfil this role successfully.

After this training, participants will be able to:

• Lead the support centre team in a motivating way to drive the desired behaviour
• Manage changes to continuously drive team performance
• Coach the (virtual) support centre team and manage their development
• Deal with customer escalations and develop a working relationship with customers as a manager
• Understand the difference between products and service and articulate the value of service to employees and customers
• Calculate typical support centre metrics and analyse metrics to identify performance improvement opportunities
• Prepare and monitor the budget of a support centre organisation

Training outline

The training consists of the following modules:

• How to use technology in a support centre organisation
• How to be effective in time management
• How to manage yourself and projects successfully
• Analytical skills
• How to use performance management
• How to prepare and use a budget
• Coach, evaluate and manage from a distance
• Engage people in a change
• Service Knowledge
• Communicate with customers and colleagues
• Customer and escalation management
• Why customer experience is important
• How to develop conceptual thinking

Training Features

Language: English (other languages upon request)

In-house: On Request

Duration: +/- 30 hours of self-learning that can be spread over one year

For whom: new and experienced support centre managers

Price: Online Self-Paced: € 1,950

Price: Online Coach-led: € 2,950