Your Best Behavior in the Field
COURSE OVERVIEW:
Customer service is now a major contributor to us and to our company success. Customer service has an immediate priority for every one in our organization. In our competitive marketplace, the companies with great customer service will not only survive, they will thrive. This course is dedicated to field service engineers.
OBJECTIVES:
- To learn how to choose and use the correct behavior even in inconvenient situations.
- To practice the correct customer contact skills in face-to-face communication.
- To be able to project the premium quality image while working and communicating with the customer in his site.
T O P I C S:
- Why do companies lose customers?
- Do we lose customers? WHY?
- What is Customer Satisfaction?
- Reasons for customer dissatisfaction.
- The satisfied / dissatisfied customer model
- Beyond Customer Satisfaction
- The Power of Behavior
- Choosing and Using Behavior
- Questioning Skills
- Listening Skills
- View and discuss a related Video Film
- What does “Customer Service” mean to you?
- Role Plays
- Create your own Customer Service Action plan.
NUMBER OF ATTENDANTS
- Maximum 12 attendants and not less than 4
DURATION:
- Two full days
Refer to:
Telephone Courtesy Guidelines
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