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
Introduction
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.
Costs
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
Reviews
Average rating 5
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