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

1 or 2 day in-company workshop

How to manage and lead a Field Service team productively, effectively, and confidently, developing professional management and customer focused skills and behaviours to ensure organisational objectives are met, superior motivation and productivity is achieved, and customers are delighted. 

Classroom or Virtual Training

workshop participant raising hand ask coach

Course Content

At the end of the workshop Service Managers will be able to:

  • Understand what modern Service Management is, what effective Managers do and what is the difference between Management and Leadership. 
  • Recognise what assertiveness is and use this knowledge and skills to influence people and situations professionally.
  • Manage their time (and their team) more efficiently, productively and be able to establish correct priorities.
  • Know what delegation is and be able to delegate more effectively.
  • Identify Coaching opportunities and coach using the GROW Model.
  • Appreciate motivation is a key management skill that will improve employee’s productivity and ensure great customer service is given.
  • Use the different communication skills and techniques to improve effectiveness and relationships with the Service team and the various business stakeholders. 
  • Understand what constitutes a successful Field Service team to improve teamwork, collaboration, and trust.
  • Develop a detailed action plan to assist in applying the learning from the workshop back into the business and helping your Service Team to deliver Service Excellence.

Course Overview

This Management course is designed for Service Managers looking after field and/or office-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 teammaximising 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: Management vs Leadership, How to deliver Service Excellence, Assertiveness, Influencing and Managing Stakeholders, Motivation, Teamwork and Morale, Communication Skills including delegation, and Coaching and Developing your people.

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

“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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