Date	City
	25/11/08 - 26/11/08	Northampton		City Northampton Date 25/11/08 - 26/11/08  Price 650,00 GBP Information For more information, or to make a booking please contact the Business Centre on (01604) 667584. Close

Service Ambassador - advanced communication skills for Service Engineers course sheet.pdf
Service Ambassador Program brochure
IDEA - Structured approach to training & consulting projects.pdf
Booking terms and conditions
Booking form.pdf
email booking

Service Ambassador – advanced communication skills for service engineers

Different customers react in different ways. Why do we seem to get on with some
customers better than others? How can we anticipate and handle their attitudes. The service professional who can adapt to different personalities can create greater levels of customer satisfaction.

Course summary
This course develops a deeper understanding of customer behaviour styles. It creates awareness of the professional’s own style and considers how different styles interact. It investigates the most common reactions encountered in the field service  environment and provides practical structures to handle them effectively. This course contains presentations, reading exercises, partner activities, discussion sessions, practical exercises, video extracts, reference material, workbooks and a personal profile tool. It is supported by a personal action diary to assist the individual to transfer acquired knowledge and skills into their own particular environment.

Target group
All personnel involved in delivering after sales service on site at their customer’s premises such as service engineers and technicians.

Previous knowledge
A good practical knowledge of their own company’s machines for which they provide customer support is required.  Experience of visiting customers in a post sales technical role is highly advisable. Although not essential, prior attendance on
Service Ambassador – communication skills for Service Engineers, will ensure
the participant gains maximum benefit from this course.

Training outcomes
On completion of this course the participants can expect:

• To know the differences between customer behaviour and attitudes
• To have identified their own behaviour style, related strengths and potential
  limitations
• To understand the key traits of the four customer behaviour styles and develop techniques to recognise them in a field service environment
• To have developed ways to adapt their own style of behaviour to enhance customer relations
• To understand the mostcommon customer attitudes and build practical skills to
  handle them 
• To have developed a personal action plan to help implement benefits gained in the daily working environment

Course duration
Courses are offered over two days or as a one day extension to the Team Power course.  Courses may be run in house or at our national training centre.

To discuss this seminar in more detail over a coffee, please contact the business centre on (01604) 667584 or alternatively, e-mail business_centre@festo.com.