SYDNEY(02) 9499 3322
MELBOURNE(03) 9909 0524
BRISBANE(07) 3014 0545
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Customised Training Course

Field Services Teams Customer Service Skills

Essential training for all Field Service, Repair & Warranty technicians making on-site customer service & maintenance visits. Suitable for all field service personnel regardless of product or length of service.

Course Details

Field Services Teams Customer Service Skills

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

On site at your premises customer service training Online Microsoft Teams customer service training Online Zoom Meeting customer service training

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.

Each attendee receives a laminated Certificate upon completion

Sydney

Level 5, 115 Pitt Street
Sydney
(02) 9499 3322

Melbourne

566 St Kilda Road
Melbourne
(03) 9909 0524

Brisbane

Level 20, 300 Queen Street
Brisbane
(07) 3014 0545