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Tel: 01992 633882

Customer Service Training Course: The Service Engineer as a Company Ambassador

Realising the importance of a service role increases motivation and performance and improves customer relationships


Course Overview

This workshop is designed to inspire Service Engineers to realise the importance of their contribution to your company, give them a sense of purpose and encourage them to see themselves, directly or indirectly, as a key player in the success of your business. It will develop further their customer service skills and develop their potential as company ambassadors.

It has been said that the Salesperson promises wonderful things that will happen tomorrow, while the Engineer deals with terrible things that went wrong yesterday, this leads to demotivation, erosion of social skills and eventually to apathy as the only form of self-defence. This workshop will show engineers how to handle complaints and deal with difficult situations assertively, whilst building positive customer relationships.

Role-plays and exercises are used throughout to enable delegates to practice their new skills.

For a follow-up programme, see The Service Engineer As A Company Ambassador Part 2


Course Content
  • Understand the developing role of the modern Service Engineer - understand the role in the growth of the company
  • Recognise and create opportunities - how to contribute to the role and provide the company with a competitive edge
  • Build customer loyalty and rapport - how applying a little extra effort in a service call can have a positive effect on the sales effort
  • Develop Personal Communication Skills
  • Understand customer behaviour and adapting their style to suit
  • Improve Teamwork and Quality Service
  • Handle complaints and dealing with difficulties more assertively
  • Believe that they are valued professionals with a key role in their company's success



"We have worked with Marcus Bohn for many years. Initially delivering this course throughout our group of existing field service engineers and then using it within the training package for all newly recruited engineers. It has proven to be an important contributing factor in helping develop what must be considered as the best field service team, that I have worked with. From the onset, this course has helped engineers focus on the importance of their role within the company, leading to development of their internal and external customer communications. Through these individual employees, it has helped us enhance our total deliverable service to our customers, whilst always maintaining a very high level of professionalism. A good benchmark in developing quality service engineers."

Jon McQueen, HRMS Service Manager, Waters plc


Further Courses to Consider


Who would benefit from this course

  • All service engineers wanting to improve customer relations in the field
  • Service Managers with the responsibility of motivating engineers


Course Duration

This workshop is run in-house in 1 day, for up to 14 delegates. We can also take a detailed brief of your needs and develop the workshop to meet your specific objectives.

All our In-Company training programmes offer a flexible approach and can be tailored to incorporate your Company's terminology, culture and products using roleplays, case studies and exercises designed to reflect your business and training needs.

All course materials are supplied.



To be run in-house either at your premises or venue of your choice.
Click here for details of a Free Venue Finding Service.


For further details please contact us by
email or call us on 01992 633882.

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Tel: +44 (0) 1992 633882

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