Customer Care for Service Engineers

Objectives
To project the right impression. Improve customer satisfaction. Enhance the company's reputation in the market. Improve attitudes and develop sales techniques. Develop relationship building skills. Develop a customer-led approach to business. Increase enthusiasm.

Course Content
Customer Relations:
what do customers like and dislike, and why? what can we do to improve customer relations?

Foundation Elements:
the words we use and how to communicate effectively
voice and personality projection
tact and initiative
building positive relationships.

How to Project the Right Image:
the first impression
how to greet customers
appearance, attitude and approach
the need to establish rapport
the importance of listening and two-way communication
understanding the needs of the customer - the art of asking questions
dealing with difficult customers
how to develop additional business for your organisation without selling overtly
taking responsibility.

Interpersonal Techniques:
techniques to cope with situations ranging from selling ideas to managing conflict
considering approaches for modifying the behaviour of others.

Influencing Style:
the influence process
personal strengths and weaknesses
examining current relationships.

Client Centred Needs Identification:
organisational, business and strategic needs
a systematic approach.

New Business Development:
how to open the conversation and retain attention
motivating your client
the ability to match your style to the client
choosing a successful strategy.

Dealing with Complaints:
the techniques to adopt
is there a personal affront? developing rapport
taking action
turning the complaint into a public relations or sales opportunity.

Action Plan:
participants plan and discuss what they will do on return to work.