Customer Services Training For Service Engineers 23/24 April 2019

Customer Services Training For Service Engineers 23/24 April 2019

Where and When

23/04/2019 - 24/04/2019 : 9:30 am - 4:30 pm at F-Tec Training Centre

About this course

TARGET GROUP

For all fork lift truck customer facing staff, especially engineers.

PRIOR KNOWLEDGE

Familiarity with the operating principles of a typical fork lift truck business

GOAL

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

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

CONTENT

  • Introduction to Customer Service
  • 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?

DURATION
2 days

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Bookings are closed for this event.

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