Overview and objectives

This course is delivered as blended online learning.

This is a customer service training program designed specifically for field service engineers. It balances the business needs and values of your company with the commitment to deliver excellent customer service to both technical and non-technical customers. The result is a program that provides field service engineers with the professional skills needed to represent your company in today’s competitive environment.

The program is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSP-I certification and by the Computer Technology Industry Association (CompTIA) for their Customer Service Excellence accreditation program.

Our customer service online learning

Our online customer service courses use an advanced learning process to integrate the three phases of blended learning delivery: online knowledge transfer, instructor-led reinforcement and post-training coaching to improve and sustain performance.

• Online knowledge transfer. Participants complete a series of engaging 15-minute online exercises at their workstation during downtime or scheduled learning breaks. Each module is full of relevant examples, exercises and action plans to help participants absorb and apply their knowledge. This learning format allows for exceptional knowledge transfer without impacting service levels.
• Instructor-led reinforcement. Classroom follow-up sessions provide participants with the opportunity to discuss the learning, review exercises, interact with peers and practice skills. Conduct the training yourself or use a Certified Trainer.
• Post-training coaching and support. Valuable on-the-job exercises help employees put learning into practice while handling live calls. They also have the benefits of job aids and skilled coaching.

What are the course prerequisites?

There are no prerequisites for attending this course.

Course contents

Module 1: Reaching out – showing customers you care
Introduction
Competence plus concern: Combining technical know-how with interpersonal skills
HEART at work: Putting the HEART model into practice
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 2: You are the message – making a positive impression
Introduction
It takes more than style: Projecting a positive image
Speak easy: Using simple, positive language
You’re more than just a pretty face – understanding the power of body language
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 3: Right from the beginning – establishing a relationship with your customers
Introduction
First things first: Starting off on the right foot
No surprises please! Setting customer expectations
Little things that make a big difference: Building rapport with customers
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 4: Tell me about it – understanding the issues and the customer’s concern
Introduction
Searching for clues: Using an efficient questioning strategy
Listen up! Honing your listening skills
So what you’re saying is… Confirming your understanding
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 5: Working the problem – sizing up and managing the situation
Introduction
One step at a time: Classifying and working the problem
Just one more little thing: Managing scope creep
Here’s what I’ve done so far: Briefing the customer
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 6: Wrapping it up – ending the field service call
Introduction
Next time this happens: Adding value and closing the call
Notes for posterity: Documenting the call
Keep in touch: Following up after the call
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 7: Thriving under pressure – managing challenging situations
Introduction
Keep your cool, lose your pride: Staying positive under pressure
Hey, who turned up the heat? Cooling down challenging situations
Added strength: Escalating the issue
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans