Communication Skills for Service Technicians
The face of a service company is not just the smart office or the logo; it is the individuals who have day to day contact with the customer. These individuals - mainly salesmen, service technicians and the people that answer the telephone - are “the company” in the eyes of the customer.
Their behaviour and communications skills greatly influence the perception of the people that continue to trust your business and place repeat orders. The service technician is usually on site by invitation to help fix a problem and therefore is trusted by the customer, giving them a unique position to advise them on their needs.
Customer satisfaction and loyalty can depend not only on the ability of the technicians to identify these needs but also to express them in a meaningful way and propose an acceptable solution. This is not “Selling”, it’s communicating!
The Course
This one day course uses a number of different training methods to REACh the widest range of abilities. It will provide service technicians with improved communications skills, a better awareness of the customer’s needs and the tools to satisfy those needs.
Who Should Attend?
The course is principally aimed at Fire Extinguisher and Fire Alarm Service Technicians. The course would be of benefit to anyone working in a role with a high degree of customer contact in fire, safety, security, servicing and sales.
Programme
Attendees will be shown:
- How to explain to customers what their responsibilities’ are under the Regulatory Reform Fire Safety Order
- How the technician can support the customer
- How to explain to customers what third party certification is and how this benefits the customer
- How to identify personality types and adapt the communication style to suit the customer
- A step-by-step method of identifying problems and proposing solutions the customer will readily accept
- That an objection is an opportunity to turn into an advantage using a 3 stage process
- All the learning will be put into the context of a typical technician’s day
Outcome
Course attendees will be provided with a comprehensive training manual covering all the material on this course plus additional support material. Much of the material can subsequently be used by the technician to support their advice to the customer. All attendees will be awarded an FIA certificate of attendance.
Benefits
The technician should:
- Find customers less intimidating
- Have greater confidence in their own ability
- Be better able to identify (potential) problems and propose acceptable solutions
The employer should see:
- A reduction in complaints
- An increase in revenues
- Improved productivity
- Reduced staff turnover and
- Improved customer loyalty
Cost
- £50 per delegate ( FIA members)
- £150 per delegate (Non-members)
Prices are subject to VAT at the current rate
NB: To assist you in your learning and as a means of reference following this course you will be issued with a manual. The course contains periodic assessment, carried out at intervals during the day. You will be required to refer to your notes and to the manual during these assessments, assessments include, multi choice, short written and 1 or 2 word answers.
If you have a recognised learning difficulty or dyslexia please contact our training department at the time booking, so that we can make our trainer aware of your learning needs.
The FIA will make reasonable arrangements to assist any delegate that has a recognised learning difficulty or dyslexia, any additional costs incurred will be passed back to the delegate or their employer.
You may be asked to provide proof of testing for dyslexia or learning difficulty prior to or on commencement of the course.
