Client Encounters of the Technical Kind: How to win support and challenge customers ... methodically with ICON9's tools & best practices for field engineers

Theres a lot more to technical work ...... than technology as anyone in contact with clients will know--and most engineers scientists and technicians have some sort of client to worry about. Experience shows that the relational and commercial aspects of customer-facing technical roles are as difficult as the hard science. And to succeed professionally you have to shine in all these areas ... simultaneously!Client Encounters of the Technical Kind describes a set of tools and methods that help Customer-Facing Engineers to overcome this constant challenge. Based on over 20 years experience in direct customer support as well as the management and training of field support teams the book addresses Sales Support and Own Organisation topics and also tackles delicate issues such as how to stand up to customers whose views you do not share. Using a wide range of practical examples it: Helps engineers to bring new and existing customers over to their point of viewImproves support outcomes by facilitating the analysis of client situations making it easier to choose the right next stepsEnables engineers to challenge their customers in a constructive and low-risk mannerGives a structure to pre- and post-sales work facilitating teamwork and helping engineers consolidate their experience.Topics and tools are organised around a five-step Encounter Process making them simple to learn and remember and web-based resources facilitate day-to-day recall and use. The system of tools and methods called ICON9(R) has proved its worth in many companies--small large and multinational--where Customer-Facing Engineers are recognised as being critical to success in Business-to-Business (B2B) operations.