Tel: (01793) 686182

Customer Service for Non-Technical Staff (FTN002) – 28 April 2022

Where and When

28/04/2022 : 9:00 am - 4:00 pm at F-TEC Training Centre

Book Now (prices exclude VAT, which will be added to your invoice)


About this course

Who will benefit from this course?

For all non-technical FLT-customer-facing staff

Course pre-requisite:

Familiarity with the operating principles of a typical forklift truck business

Objective of the programme:

To demonstrate skills in the 8 Rules of Good Customer Service:

  1. Answer your phone
  2. Do not make promises unless you can keep them
  3. Listen to your customers
  4. Deal with complaints effectively
  5. Be helpful – even if there is no immediate profit in it
  6. Be respectful, courteous, and knowledgeable
  7. Take the extra step
  8. Exceed customer expectations

Programme content:

  • Introduction to Customer Service
  • Satisfactions and frustrations
  • Legal implications
  • Financial implications
  • What is good customer service?
  • Principles of Customer Communication & Care
  • What is your behavioural style?
  • Let us prepare to meet the customer
  • Customer /Engineer role-plays
  • Plenary activity. What will we do differently?


1 day

Book Now


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