Customer Service Training for Field Service Representatives

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.

customer service training communication skills The perfect course for:

Hardware and software support engineers.
Field service engineers.
Administrative/logistical support.

This program is only available in a blended learning format.

Outline

Make the connection with the complete training program for perfect customer-focused field service calls. Developed especially for technology-based industries, Getting to the Heart of Field Service™ teaches employees the skills they need to interact positively with customers in the field.

Examples

View sample pages of the online version of Getting to the Heart of Field Service™

Field Service sample pages

In this program participants learn about the importance of the customer service role in field service. Participants learn the inter-personal skills needed to excel in a face-to-face service environment.

The instructor-led portion of the blended learning gives participants the opportunity to review exercises, practice skills, and role-play various scenarios. They will leave with the all the skills needed to communicate positively and professionally with customers.

Delivery

This program is only available in a blended delivery format.

Certification

Certification provides learners with positive feedback and recognition. It provides organizations with the knowledge that their employees have the skill and ability to provide world-class service and support. This certification program also provides:

Recognition of competence.
Standard of competence for all representatives.
Reward for work well done.
Visible measure of competence to customers.

This 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. It is also approved by the Computer Technology Industry Association for their Customer Service Excellence accreditation program. For more information call 805-781-3283 or 800-545-9003.

Related Links
Impact Certification
Industry Certification

Participant Testimonials

This is an absolutely excellent program. Customer service is our company’s #1 priority and this class helps us to achieve that goal.
Lee McGuire
District Manager, BancTec

It is well worth the time and money. It has increased my knowledge and understanding of customer relations 100 percent.
Larry Hindel
Manager, LFG Shaw

Everyone should go through this program. It gave me a new perspective on the goals of my job.
Paul Mason
Field Service, Ricoh

Success Story

BancTec, a leading provider of outsourced support services, found it expensive and difficult to train their field service representatives who were dispersed in many different geographical locations. BancTec selected Impact Learning Systems to provide a solution that met their delivery requirements while improving customer satisfaction metrics. The training initiative yielded exceptional results. Within one month after the conclusion of the training programs, managers at BancTec observed a 37 percent increase in customer satisfaction scores and a 25 percent increase in professionalism scores.

For the complete story…