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It\u2019s an old saying that a salesperson may sell the first fork lift\u2026 but it\u2019s the service engineer who sells the second\u2026 third\u2026 and fourth. Indeed, the individual who cares for the machine is often the one who\u2019s left to care for the customer \u2013 usually with no formal training in the legal and interpersonal aspects of this vital role.<\/p>\n
But, help is at hand: from the fork lift truck industry\u2019s own technical training centre, F-TEC.<\/p>\n
According to Managing Director Karl Baum, \u201cLike many other sectors, our industry invests heavily in ensuring service staff achieve the appropriate practical skills. However, few employers arm their front-line service staff with the legal knowledge and interpersonal skills necessary to retain business, generate future sales and protect that employers\u2019 interests.<\/p>\n
\u201cAt F-TEC, we have developed a course that specifically addresses this engineer sales skills issue: Customer Service Training for Service Engineers. It takes service engineers to the next level, turning them into ambassadors.<\/p>\n
\u201cOn the legal front it was once a case of \u2018buyer beware\u2019, but a series of Acts introduced to protect consumers has changed all that. There are many legal avenues a customer can pursue if, for example, they believe a product is not fit for purpose. The F-TEC course covers eight different pieces of legislation to ensure service engineers are fully aware of the legal implications arising from their conversations with customers.<\/p>\n
\u201cAlongside that we teach the \u2018soft skills\u2019 which transform day-to-day contacts with customers. We talk about \u2018customer touchpoints\u2019 which occur every time a customer meets your company. These influence his or her perception of all you are and do. Your frontline employees \u2013 especially service engineers \u2013 are responsible for the majority of \u2018touchpoints\u2019. By investing in their communication skills you are investing directly in the customer experience.<\/p>\n
\u201cThe course teaches techniques for making customers feel appreciated. In a competitive marketplace, simply doing a good job is not good enough. Customers want to be valued, respected and feel that your company truly cares. This needs to be clearly expressed \u2013 by your engineers.<\/p>\n
\u201cThe course addresses the core problem: how can you help your customers measure the quality, value-for-money or even the benefit of a service or inspection? The answer is that it\u2019s all down to your engineer and how s\/he communicates the features and benefits of the work carried out that makes the difference.\u201d<\/p>\n
He concludes: \u201cPositive engagements with your customers adds real value to their experience\u2026 opening the door to future business\u2026\u201d<\/p>\n