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Communication Skills for Service Technicians

The face of a service company is not 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 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.

Course prices £150 per delegate (FIA Members); £225 per delegate (Non Members). Prices are subject to VAT at the current rate.

 

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.

 

The Programme:

Attendees will be shown:

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  • How to explain to customers what their responsibilities’ are under the Regulatory Reform Fire Safety Order and 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
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    Outcome:

    Course attendees will be provided with a comprehensive training manual covering all the material on the course and 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 to the Individual and for your Company:

    The technician should:

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  • find customers less intimidating
  • have greater confidence in their own ability
  • be better able to identify (potential) problems and propose acceptable solutions
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    Employer should see:

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  • A reduction in complaints
  • An increase in revenues
  • Improved productivity
  • Reduced staff turnover and
  • Improved customer loyalty
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