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Software & Systems Support

Best Practices Meetings

Global Support Center - CL

Objectives
Professional Development: Share best practices

associated with daily work on support that can improve efficiency and CSAT metrics.
Cooperation among teams and LOBs in Chile.

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Methodology
1hr 30 minutes (lunch break), every 15 days
HR consultant and Support Manager will moderate and

control time of presentation, questions, discussion and conclusions.

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Format

Presentation (20 minutes) Discussions and Conclusions (40 minutes)

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Value Selling

- What is value selling? - Why is it important? - How to achieve? - Pitfall - Uses outside cooperate environment.

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Value Selling

The usage of sales techniques to create and establish a positive image towards the customer and an idea of personal value aggregated to the support.

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Importance

To create and maintain a good image or perception of yourself, your work and your company. In a competitive, corporate environment, it is imperative to create and maintain a relation of trust and comfort between the parties. This can be achieved using Value Selling.

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Achieving

Techniques used: Neurolinguistic Positive thinking People management Courtesy Politeness Empathy

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Pitfall

In order to obtain success this needs continuity. Creating a good first impression, then not fulfilling expectations can be worse as causes distrust and lack of faith in your word.

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Real world application

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Q & A s
Space to be filled after roundtable

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Main topics of discussion

To be filled after roundtable

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Conclusions
To be filled after roundtable

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16Copyright 2012, Oracle and/or its affiliates. All rights reserved.

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