Tel: (01793) 384449

Customer Service For Service Engineers

Who will benefit from this course?

For all forklift truck customer facing staff, especially engineers.

Course pre-requisite:

Familiarity with the operating principles of a typical forklift truck business

Objective of the programme:

After attending the programme, be able 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?


2 days

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Customer Service for Service Engineers
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