- The
developing role of the modern Service Engineer - understand their role in the
growth of the company
- Recognise
and create opportunities - how to contribute to their role and provide the company
with a competitive edge
- Building
customer loyalty and rapport - how applying a little extra effort in a service
call can have a positive effect on the sales effort
- Personal
communication skills
- Understanding
customer behaviour and adapting your style to suit
- Teamwork
and Quality Service
- How
to handle complaints and dealing with difficulties
- Believe
that they are valued professionals with a key role in their company's success
Course
Overview This
course is designed to inspire the Service Engineer to realise the importance of
his contribution to the Company, give him a sense of purpose and encourage him
to see himself, directly or indirectly, as a key player in the business success
of their organisation. It
has been said that the Salesperson promises the wonderful things that will happen
tomorrow, while the Engineer deals with the 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. In
order to help Managers reverse this trend, this programme encourages delegates
to participate throughout the programme and test for themselves the fundamental
principles of Service as an exercise in Good Customer Relations.
"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
"Special
thanks to Marcus Bohn and Alison Stark for the recommendation
of 'The Service Engineer as a Company Ambassador'
course, which proved to be an excellent training
course conducted by Chris Philips, he put the course
across with great enthusiasm and showed great professionalism
in all areas. We as a department are now far more
aware of the importance of our roles within our
company as service engineers and improvements have
already taken place within the department. The course
was found to be very informative and an excellent
team building exercise with every individual participating
in the discussions. Thank you for your time."
Steve
Burgess, Technical Support Manager, TNA Europe Ltd
For
a follow-up programme, see The
Service Engineer As A Company Ambassador Part 2
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