FIA

This one day course uses a number of different training methods to reach the widest range of ability. It will provide service technicians with improved communications skills, a better awareness of the customer’s needs and the tools to satisfy those needs.

 

The course is aimed at Fire Extinguisher and Fire Alarm Service Technicians. The course would benefit anyone working in a role with customer contact in fire, safety, security, servicing and sales.

 

Attendees will be shown:

·         How to explain to customers what their responsibilities are under the Regulatory Reform Fire Safety Order and how the technician can support the customer.  Also 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

 

·         How to put this into the context of a typical technician’s day

 

Course attendees will be provided with a comprehensive training manual covering the material on the course and additional support material. Much of this can subsequently be used by the technician to support their advice to the customer. 

 

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

Employer should see:

·         A reduction in complaints

·         An increase in revenues

·         Improved productivity

·         Reduced staff turnover and

·         Improved customer loyalty