Service Ambassador – communication skills for service engineers

When installing, commissioning and repairing equipment on a customers’ premises, the service engineer faces two challenges: firstly to use specialist knowledge in order to complete the required task and secondly to ensure effective communication with the customer.  Good communication is a vital skill to allow the identification of the customer’s needs and expectations and to ensure they are met. Only if all these requirements are met can we achieve customer satisfaction.

Course summary:
This course develops a structured approach to handling customer communications. It presents useful tools to guide the service professional and helps develop the core skills needed for effective communication.

The course contains presentations, reading activities, partner activities, discussion sessions, practical sessions, video extracts, reference material, work books and a personal action diary to help the individual transfer the acquired knowledge and skills into their own particular environment.

Target group:
All personnel involved in delivering after sales service on site at their customer’s premises such as Service Engineers and Technicians.

Previous knowledge:
A good practical knowledge of their own company’s machines for which they provide customer support is required. Experience of visiting customers in a post sale technical support role is highly advisable.

Training Outcomes:
On completion of this course the participants can expect:

• to have developed an increased awareness of customer perceptions
• to be able to apply the customer “communication cycle”
• to have enhanced Customer orientated communication skills
• to have developed skills to help identify customer needs and expectations
• to have identified ways to enhance Customer opinion of themselves and their Company
• to have developed a personal action plan to help implement benefits gained

Course duration:
Courses take place over two days and are available in house or at one of our national training centres.

Practical exercises are used throughout the course. Candidates are expected to participate and share personal experiences in order to gain the most from the course.
 

To discuss this seminar in more detail over a coffee, please contact the business centre on (01604) 667584 or alternatively, e-mail business_centre@festo.com.

Testimonials

"This was a good introduction to the critical client relationship opportunities that service visits provide. What I particularly liked was the structured approach- I came away with a technique I can deploy immediately, and adapt over time to suit our needs". Trevor Graves, Service Manager, Kappa Corrugated UK Ltd

"I found the course content and approach extremely valuable- in fact, we've already arranged to send six of our engineers over the next six months. It was great to hear other companies' experiences- and find out we weren't the only company to make mistakes!" Andy Peart, Service Manager, ISPC Vacu-Blast

" I was there primarily to evaluate the course, and decide whether it would be of benefit to our service personnel. I found the course extremely useful with lots of sound, eminently practical information, effectively presented. We would like to follow-up with further courses including management and behavioural style training." Richard Cooke, Avionics Manager, Y2K Aviation