This training will enable members of field teams to identify further business prospects for their company and empower them to handle a wide range of customer facing situation with greater confidence. Key elements will include:

❖ Understanding of the role of service engineers and service team members in delivering excellent service and so contribute to the business growth of their company

❖ The key communication skills for field team members, including ability to listen and understand client needs more effectively and respond to these

❖ How client focused behaviour during a service call can develop opportunities for doing further business

❖ Techniques for field team members to build stronger and more positive client relationships and handle difficult situations with confidence

❖ How to add to the motivation and delivery of quality by field team members

Workshop Outline:

❖ The Developing Role of the Modern Service Team

❖ Some ‘Ambassador’ Skills Reviewed

Essential communication skills: meeting and greeting

Best practice in listening and questioning techniques

Understanding and responding to customer needs

Recognising and responding to different behavioural styles

Dealing successfully with difficult situations in the field

Practical exercises

❖ Teamwork & Quality Service

Keeping field teams motivated

Working together skills

Essential information to brief and update

Sharing and building on success

Helping team members to identify what could be done differently or better to build on quality service

This event is being run jointly for GAMBICA and CESA members.