This course can be customised to suit the specific needs and challenges of your team members and businsess. This course will help achieve your specific needs and desired outcomes.
Course Delivery Options
Topics Covered
What your customers want need and expect from your Field Service Team
Explaining highly technical information to non-technical clients
Things we tell our customers and the things we don’t
Professional arrival & departure on site protocols to impress your client
Delivering bad news – Wrong parts, No Parts, Extended Parts Delays
Dealing with difficult, demanding and unrealistic customers
Techniques to avoid calling your HQ in front of a demanding and upset customer
Essential personal presentation tips
How we tell a client they are…..wrong
Field Service Personnel are the face of the business, in many cases your clients will never have any face to face contact with other people in your firm
Dealing with ‘shadow’ customers who watch you as you work and offer constant advice
Ensuring that your vehicle is clean & well presented at all times
Maintaining the company ‘line’ at all times
Remote customer logistical issues
Role plays using only real workplace scenarios and issues
Learn how not to ‘vent’ to colleagues over a parts ordering, delivery or delay issues
Addressing service & parts price increases onsite with customers
Excludes dealing with people under the influence of substances, mental health issues & physical altercations
Dealing with friction – Your’e late! Why are we paying that much for your genuine parts when I can buy it online for 50% less? ‘What do you mean it’s not covered by the warranty?
Body language skills – How to read your customers
Who Should Attend?
This course is suitable for all Field Service & Maintenance personnel including your warehouse team, coordination & logistics staff.
Group Discounts
Contact us to discuss your requirements.
