Enhance customer service standards, develop your service engineer team and stand out from the crowd

1 or 2 day in-company workshop

Classroom or Virtual Training

workshop participant raising hand ask coach

Course Content

  • Develop service to contribute more effectively to business success
  • Lead and motivate a team of field and/or office based support staff
  • Maximise the competitive advantage had by superior service
  • Prioritise tasks and set challenging team objectives
  • Measure performance and activities against standards of excellence
  • Recruit new team members
  • Develop and apply a personal Action Plan

Course Overview

This Management course is designed for Field Service Managers looking after field-based service engineer teams who have the responsibility of increasing customer service standards and the productivity of their departments.

Quality customer service is a vital way in which to differentiate our business, to add value and to protect our margins and our customer base. This practical and stimulating programme is designed specifically to help Service Managers identify those areas where they can enhance customer service, develop their teams and help build customer loyalty.

The programme covers three main areas: establishing aims and objectives for the service function, leading the service team, maximising the potential of the people in the team and providing those in the service function with the skills and support needed to achieve continuous improvement and customer satisfaction.

Topics include: Teamwork, Customer Focus, Recruiting, Managing Performance and Managing Ourselves.

Role-plays and exercises are used throughout to enable delegates to practice their new skills.

For a follow-up programme, see Field Service Management – Part 2 Review Session

“Good balance of theory and examples of how to apply in to the real world.”

“Very useful course, like the practical interaction and working with a group with the same interest and experiences.”

For further details please contact us by email or call us on 01438 718071

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