Customer Experience Strategies

Service Ready for Field Service

Produce positive defining moments.

  • Digital/E-learning

Program description

Service Ready for Field Service is a program designed for individuals who support customers onsite in a face-to-face technical capacity.

In addition to the skills required of other types of service representatives, field service engineers (FSEs) face unique challenges when delivering service onsite. Service Ready for Field Service builds on the skills from the Service Ready suite, reinforcing customer-oriented behaviors that help FSEs connect with their customers in productive, efficient ways to produce positive defining moments

Learning objectives

  • Inspire confidence in the customer through the awareness and judicious use of facial expressions, gestures, posture, and body language.
  • Maximize the effects of proper grooming and attire to create positive defining moments and positive impressions.
  • Adapt the conversation based on the body language of the customer.
  • Manage a change in scope from the original request (“scope creep”).
  • Improve customer satisfaction.
  • Provide alternatives to customer requests that offer the next-best possible solutions.
  • Set realistic and appropriate expectations with their customers.
  • Offer additional information that adds value to the customer interaction.
  • Reduce escalations by handling more situations at the front-line level.
  • Rebound more quickly from emotional or challenging customer interactions.


  • Improves customer experience
  • Protects revenue by providing billable service
  • Explores and presents cost effective solutions
  • Decreases time-to-resolution
  • Reduces support costs
  • Efficient customer interaction
  • Sets clearly-defined expectations with their customers
  • Navigates field service interactions