International Service Breakthrough
“The most important thing is to keep your brain working”, so Alexey Starshov (Russia), Service Manager of Liftec. He is one of the participants of the training course “Certified Service Manager English”. Together with international service professionals from e.g. Sweden, Korea, Denmark, Turkey, Spain and Switzerland they are trained by more then 10 trainers in Hamburg. This mixture guarantees a lot of interesting impulses for the service business. Within four modules each of one week the participants will learn how to optimize and arrange their service organization in a profitable way. After the final presentation of the Real Life Project the participants will receive their certificate “Certified Service Manager English” VI Training Course.
ISS: Welcome back in Hamburg! You were here for one week already. What was your first impression and what experiences did you take home?
Magnus Göransson: “The first experiences were that the course content was rather huge. There were a lot of things that we covered during the first week, very interesting! A lot of things were new for me.”
Why did you decide to study in Hamburg? Was it a personal or company decided intention?
Magnus Göransson: “You can say it was both, I have asked for some type of education in this perspective. Two colleagues of mine already participated in this training some years ago. So my manager told me to sign up for this course.”
Alexej Starshov: “It wasn’t really my decision to participate in this course. It was the decision of my general manager. Also one of my colleagues graduated in the same course one year later. I’m working together with him now.”
What are your expectations in general? What do you think, what added values you’ll get for your profession and your further career?
Cem Güven: “My background is on Marketing and I have been doing this job – technical Service Manager – for three years. It is very important in our sector to combine marketing and service: to increase the loyalty of the customer we need to market the service well, so we can gain money out of this sector. For me it is important to get the overall idea, common processes and features into my business. We are always looking for good ideas, new tools and methods, which I can learn from the lecturers and from the participants. The participants come from very different environments. We can have a great benchmark out of this and get good synergies. We exchange experience and process know-how.”
Service Sales and Service Organization are the topics of this second module. Are you looking forward to some special aspects during this week?
Guido Cimoll: “Well, being new in this position of a Service Manager, whatever comes is interesting. I am not looking for something special, but to get a real overview. The first day was very theoretical for me, which is useful in a way, if you have to make strategically decisions on higher management level. Today was more practical. The topic was logistics.”
Magnus Göransson: “Yes, I’m looking very much forward to this second module Service Organisation. That is for me the main topic.”
Do you have an idea of the content for your Real Life Project already? Do you want to tell us about it? What do you want to achieve?
Leif Hansen: “Yes, indeed I already have an idea. We have multifunctional machines and usually the customers don’t know how to use it. They only know how to “press the green button”, but the machines can do a lot more nowadays. It is important to train the customers to use the machines so they can optimize their data flow in the company. My project is to train my team so they can train and inform the customers. At the end the costumers know how to use their machines in a lot of different ways and use more then just one feature. This is what I will focus on for my final exam and Real Life Project.”
Magnus Göransson: “Yes, I also have an idea already but I will still keep it as a secret. It’s top secret!”
Yesterday you wrote your first exam about the first module. How is it for you to learn and to write an exam after so many years?
Magnus Göransson: “It’s tough. The problem is that the course has been rather intensive and there were a lot of things we are going through. Beside the course you still have your own work that you have to take care of. So it is not easy to find the time for studying.”
Leif Hansen: “The timing is ok for me. I believe that no matter how old you are, you always have to learn – learning is a process.”
Do you think you can implement the content from the first modules in your daily work? And how will you prepare yourself to get ready for the third module in September?
Magnus Göransson: “The content of the first module is already implemented in my workflow. I’m working very close with our controller, following up some issues and tools already. The Service Marketing part is something I may take further on after we have done the organizational part.”
Guido Cimoll: “I would like to start to implement the knowledge as soon as possible. In some areas I would be able to do so, but with lots of issues in a big company you need to take time to prepare and convince the upper management. I would like to do it in a decent way, not in a rush. I will take my time to implement it probably.”
Thank you for the interesting conversation – and best wishes for continued success in the Certified Service Manager course!