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Signature Worldwide
Training overview
Corporate / Group Training
1 day
Start dates
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Customer Experience Training for Field Service Technicians

Course description

Customer Experience Training for Field Service Technicians

In a competitive market, customer service and customer relationship management make the difference. You offer superior products but the key differentiator to many current and prospective customers is your ability to provide an exceptional experience at the customer’s location.

An often overlooked part of your customer service plan is the role of your field service technicians and delivery staff. They are your ambassadors. To many of your customers they become the ‘face’ of your company – valued staff members that can make or break the client relationship.

Customer Experience Training for Field Service Technicians  is a unique training program that demonstrates the why and the how of providing great service at the customer’s location. This interactive program provides your industrial and maintenance industry team the skills and tools needed to deliver memorable service that is focused on the customer’s needs – regardless of the situation.

Signature Worldwide’s interactive training program will help:

  • Build consistency in the service delivered at the customer’s location
  • Develop standards that help guide your team through an exceptional customer interaction
  • Identify additional sales and rental opportunities and pass them along to others in your organization
  • Diffuse potentially confrontational situations
  • Strengthen relationships with your customers resulting in greater retention, higher loyalty scores and more referrals.

Program Outcomes

  • Consistency in service standards
  • Increased level of professionalism
  • Clear expectations for delivering legendary service in person
  • Greater staff confidence
  • Differentiating your organization from the competition by delivering exceptional customer service
  • Increased customer satisfaction
  • Additional sales opportunities.

Inquire about on-site or live virtual training for your team!

Who should attend?

Anyone who is responsible for or works directly with your customer at
the customer’s location:
• Field Service Technicians
• Delivery Personnel
• Service Managers
• Branch Managers
• General Managers

Training content

Course Agenda


Welcoming activity and an overview of the session is presented

What to Expect

Course objectives are shared.

Legendary Service

Characteristics of legendary service are reviewed and ways to create a legendary impression are discussed

Connecting with Customers

Set of service standards established around personal appearance, communication, and tone when arriving at the job site.

Discovery and Information Gathering

Importance of gathering information and tips for ensuring understanding of customer’s needs.

Skill Practice

Practical role plays to connect with customers and gather information.

Delivering Value

Creating and delivering value. Key behaviors identified for delivering value during customer interactions. Includes taking ownership, promoting products, and checking for satisfaction.

Empathize & Apologize

Two communication skills used to diffuse potentially confrontational situations are discussed and practiced

Common Complaints

Applying skills from training to real world customer complaints faced by field technicians and delivery personnel. This is a skill practice with feedback.

Review of the Day with Next Steps

Committing to immediate implementation.

Course delivery details

  •  This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
  • Both training options are delivered by a highly experienced Signature Worldwide trainer. 


Please request more information from Signature Worldwide about dates and pricing.

Why choose Signature Worldwide?

Our 30+ years of experience includes training over 36,000 businesses in 50 countries

98% of our customers would highly recommend Signature Worldwide to others

Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers

About Signature Worldwide

Signature Worldwide

Global Customer Service and Sales Training  You seek customer service and sales training to help your teams effectively cultivate, engage and nurture relationships with customers. But does your training partner have depth of expertise in your industry? Signature Worldwide does....

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Contact info

Signature Worldwide

5555 Parkcenter Circle, Suite 100
43017 Dublin Ohio

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Average rating 5

Based on 8 reviews.

Customer Service Representative, MacAllister Machinery
Trainer was knowledgeable and intuitive. adapted to the pace if participants.
Customer Service Representative, Cummins Western Canada
Very interactive - keeping attention of everyone & on topic. Great examples of real life situations relatable to everyone
Customer Service Representative, Cummins Western Canada
The presentation was clear, well developed and engaging material presented was important well received.
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Training reviews
Course rating
Based on 8 reviews.

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