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