Customer Service Skills for Field Service Workers

This course is developed specifically for field service personnel. It provides a framework for improving service quality where it counts at the point of contact with the customer. A poorly handled service encounter can cause major customer dissatisfaction that can negatively affect future sales. On the other hand, each professionally handled service encounter could significantly improve customer satisfaction and positively affect future orders. In this course participants will learn: That: Field service is a major part of overall customer service Each contact with the customer creates a customer service value-adding opportunity Your own behavior impacts the behavior of others How to: Understand and meet expectations Develop more confidence and skill as a problem-solver Communicate more assertively and effectively Learn some ways to make customer service a team approach Upon completion of this course participants will have learned how to increase customer satisfaction through understanding and meeting customer needs, encourage repeat business, deal with difficult customers, and project an organizational image.