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You've given your team the necessary <b><i>technical knowledge</i></b> to succeed.</h3> <h3 style="color:#000000;"><br/>Now count on The Quest Team to provide them with the <b><i>interpersonal and conflict management skills</i></b> to properly interface with customer personnel, handle crises effectively, build confidence in your firm, and turn adversity into opportunity for solidifying customer relationships.</h3> <div style="text-align:center; padding:0 0 20px;"> <p><img src="/web/20140922033708im_/http://www.questteam.com/images/semi_t.png" style="width:162px; height:42px; border:0;"></p> <p><i>Account Support Boot Camp is presented in cooperation with SEMI. Classes are held in San Jose, California.</i></p> </div> </div> </div> <div class="content2"> <div style="float:left; width:42%;"> <h2> Course Overview</h2> <p>This high-impact course is designed to provide customer service, support and installation personnel with the interface tools to be successful in maintaining positive account relationships, while ensuring that the suppler, as well as the customer, experience desired results.</p> <p>The one-day course uses a variety of tools to help the participant internalize the learning points. Instruction combines the use of interpersonal and conflict management models with individualized feedback to personalize the understanding to each participant.</p> <p>Realistic field case studies, combined with individual and team exercises, translate learning into "real world" application.</p> <div style="position:relative; margin:20px 0; text-align:center;"> <div style="position:relative; width:320px; margin:auto; padding-top:10px; background:#3c4e2e; border:solid 1px #3c4e2e;"> <img src="/web/20140922033708im_/http://www.questteam.com/classroom/images/presentation_audience_320x200.jpg" style="width:320px; height:200px; border:solid 0px;"> <div class="photocap" style="padding:4px 10px 10px; color:#eeeecc;">Experienced, highly rated instructors and limited class size ensures a superb learning experience</div> </div> </div> <h2>What you will learn</h2> <ul> <li>To understand people and how to adjust your approach for optimum outcomes</li> <li>To identify expectations of individual customer personnel</li> <li>To avoid words and actions that are likely to lead to conflict</li> <li>To gain customer commitments to supplier support requests</li> <li>To properly deal with conflict under varying scenarios</li> </ul> <h2>Who should attend</h2> <p><b>Account support personnel </b>from semiconductor, solar, MEMS and LED suppliers of equipment, materials and components. This includes field service and customer support engineers, technicians, and managers. It also includes operations, process and tech support personnel who are part of installation teams.</p> <p><b>R&D; and other engineering personnel </b>who have on-site customer contact will also benefit greatly.</p> <div class="clr" style="height:20px;"></div> <div style="position:relative; width:320px; border:solid 1px #004400; border-top:solid 10px #004400;"> <div style="position:relative; padding:10px;"> <div class="subtitle" style="text-align:center;">Quest Team Instructor</div> <img src="/web/20140922033708im_/http://www.questteam.com/images/portraits/lengiven_color_145.jpg" style="float:right; margin:10px 5px 5px 15px;"> <h3 style="text-align:center;"><br/><br/><br/><a href="/web/20140922033708/http://www.questteam.com/company/len_given.html">Len Given</a></h3> <div class="clr"></div> </div> </div> </div> <div style="float:right; width:52%;"> <h2>Course outline</h2> <ol> <li><b>The technical customer arena of the 2010s</b></li> <ul> <li>Being part of the plan – link to the account manager</li> <li>What and what not to do as the technical representative</li> </ul> <li><b>Supply Chain Management – sidestepping the landmines</b></li> <ul> <li>Unknowingly sabotaging your company's position</li> <li>When to defer to account manager or higher authority</li> </ul> <li><b>Understanding people and mastering the interaction</b></li> <ul> <li>Simplifying human nature</li> <li>Personality clues – variations in Western to Asian cultures</li> <li>Adaptation vs. routine approaches</li> <li>Optimized interaction with each personality</li> <li>Who are you in the model? – feedback</li> <li>Determining necessary adjustments</li> </ul> <li><b>Applying the interpersonal model -- exercises</b></li> <ul> <li>Negative vs. positive statements -- knowing the difference</li> <li>Customer statements – understanding expectations</li> <li>Customer wording – what it actually means</li> </ul> <li><b>Managing conflict for better results</b></li> <ul> <li>Thinking traps</li> <li>5 key conflict strategies and their use</li> <li>Application of the strategies – team case studies</li> <li>Your personal conflict style – feedback</li> <li>Analysis and refining your conflict style -- exercise</li> </ul> </ol> <div style="position:relative; margin:20px 0; text-align:center; border:dotted 0px #ff0000;"> <div style="position:relative; width:320px; margin:auto; padding-top:10px; background:#3c4e2e; border:solid 1px #3c4e2e;"> <img src="/web/20140922033708im_/http://www.questteam.com/classroom/images/tech_meeting_320.jpg" style="width:320px; height:200px; border:solid 0px;"> <div class="photocap" style="padding:4px 10px 10px; color:#eeeecc;">Your service and support team, expertly trained, becomes yet another strategic advantage for your firm</div> </div> </div> <div class="clr" style="height:20px;"></div> <h2>Additional details</h2> <p>The Account Support Boot Camp is held from 8:00 am to 5:30 pm. <p>Registration includes continental breakfast and lunch. Casual business attire is appropriate. <p>Materials include: extensive course manual and personalized feedback, allowing each participant to understand themselves better in the context of interpersonal interaction and conflict. </div> <div class="clr"></div> <div style="position:relative; margin:20px 0; padding:0; border:solid 1px #3c4e2e;"> <h1 style="position:relative; margin:0px 0px 10px; padding:12px; color:#eeeecc; text-align:center; background:url('/web/20140922033708im_/http://www.questteam.com/camp/images/camouflage.png'); border:solid 2px #004400;"> What people say about Account Support Boot Camp...</h1> <div style="position:relative; padding:0px 60px;"> <p style="text-align:center;"><i>Actual comments from past class participants</i></p> <div style="float:left; width:42%; color:#004400;"> <p>"Six months after the course, management reported that customer interaction problems had dropped by 75%."</p> <p>"Excellent source of personalities insight. Highly engaging."</p> <p>"Very timely and accurate with our company situation. This new knowledge will help us a lot in our daily interaction with our customer."</p> <p>"Outstanding, very real world, practical – this is about the 5th or 6th one I have taken and by far it was the best."</p> <p>"Will help me deal and answer customers and their concerns."</p> </div> <div style="float:right; width:42%; color:#004400;"> <p>"Excellent"</p> <p>"Good learning experience."</p> <p>"Very well presented and good group participation."</p> <p>"Excellent program that really help us a lot. Study and discussion."</p> <p>"Informational-eye opening. Helps to identify causes of stress from confrontation. Explains the why components of a person based on their behavior and how to best deal with that particular situation."</p> <p>"Informative and held my attention for several hours. Not a small task to do."</p> </div> </div> <div class="clr" style="height:20px;"></div> </div> <div> <img src="/web/20140922033708im_/http://www.questteam.com/images/arrow_radius_box_30x.png" alt="Cities and Dates Offered" style="position:relative; float:left; width:30px; height:30px;"/> <span class="title" style="padding-left:15px; line-height:30px;">Cities and Dates Offered</span> <br clear="all"/> <table align="center" width="540" border="0" cellpadding="4" cellspacing="4"> <tr><td colspan="3" style="background-color:#336699;"></td></tr> <tr><td colspan="3"><span class="subtitle"><b>Account Support Boot Camp - The Quest Team</b></span></td></tr> <tr class="z"> <td>Location</td> <td>Date</td> <td> </td> </tr> <tr class="x"> <td>SEMI Headquarters, San Jose, CA</td> <td>October 13, 2014</td> <td><a href="/web/20140922033708/http://www.questteam.com/member/classreg.php?classid=154">Pricing & Registration</a></td> </tr> </table> </div><br/><table align="center" border="0" cellspacing="0" cellpadding="20"> <tr> <td><a href="https://web.archive.org/web/20140922033708/mailto:register@questteam.com"><img src="/web/20140922033708im_/http://www.questteam.com/images/help_block.png" alt="Help with Registration" height="60" width="240" border="0"/></a></td> <td><a href="/web/20140922033708/http://www.questteam.com/classroom/faq.html#cancel"><img src="/web/20140922033708im_/http://www.questteam.com/images/cancel_block.png" alt="Cancellation Policy" height="60" width="240" border="0"/></a></td> </tr> <tr><td colspan="2" align="center"> <img alt="Visa" src="/web/20140922033708im_/http://www.questteam.com/images/card_visa.gif" height="35" width="55" border="0" hspace="15" vspace="5"/> <img alt="MasterCard" src="/web/20140922033708im_/http://www.questteam.com/images/card_mastercard.gif" height="35" width="55" border="0" hspace="15" vspace="5"/> <img alt="Verisign" src="/web/20140922033708im_/http://www.questteam.com/images/verisign.gif" height="43" width="103" border="0" hspace="15" vspace="5"/> <img alt="American Express" src="/web/20140922033708im_/http://www.questteam.com/images/card_amex.gif" height="35" width="55" border="0" hspace="15" vspace="5"/> <img alt="Discover" src="/web/20140922033708im_/http://www.questteam.com/images/card_discover.gif" height="35" width="55" border="0" hspace="15" vspace="5"/> </td></tr> </table> <div class="clr" style="padding:40px; text-align:center;"> <h3 class="red"><b><i>In-house presentation of this course is available</i></b></h3> </div> </div> <div class="content3"> </div> </div> <div class="clr"></div> </div> </div> <div id="browser_foot"> <div id="footer_block"> <div class="footer" style="position:absolute; left:30px; top:75px; width:300px; text-align:left; border:dotted 0px #ff0000;"> </div> <div class="footer" style="position:absolute; right:30px; top:15px; width:300px; text-align:right; border:dotted 0px #ff0000;"> <a href="/web/20140922033708/http://www.questteam.com/">www.questteam.com</a> <br/>copyright © 1999 – 2014 all rights reserved </div> <div class="footer" style="position:absolute; left:475px; top:10px; width:75px; border:dotted 0px #ff0000;"> <a href="/web/20140922033708/http://www.questteam.com/"><img alt="The Quest Team" src="/web/20140922033708im_/http://www.questteam.com/themes/quest2011/images/footer_logo.png" style="width:75px; height:38px; border:0;"/></a> </div> </div> </div> </div> <div class="clr" style="height:10px;"></div> </div> </div> </body> </html>