Leading self

Customer service excellence

We have designed this course to support engineers with building customer relationships through powerful communication, trust and rapport building.

2 days

Next available:

Members: £995 + VAT
Non-members: £1,095 + VAT
Bring a colleague for free

Course Location & Date
Customer service excellence
Members:
£995.00 Plus vat
Non Members:
£1,095.00 Plus vat

Summary

We have designed this course to support engineers with building customer relationships through powerful communication, trust and rapport building.

Learning how to handle customers professionally is as vital as the products and services you provide. 

If you operate in a client/customer role you need both technical skills and a range of complementary skills related to client management. 
 
In this programme we concentrate on the key areas by giving you the opportunity to practise your interpersonal skills in a variety of client/customer situations.

Who should attend?

This programme is suitable for engineers and non-engineers at all levels.

How will I benefit?

After the course you will be able to:   
• Build better client relationships through improved communication, rapport, trust, and loyalty 
• Use listening and questioning techniques effectively 
• Manage customer expectations more effectively 
• Positively manage conflict and challenging situations 
• Handle difficult interactions, different customer attitudes, objections and challenging situations, whilst maintaining a focus on the customer 
• Use a proven problem-solving technique to create win: win scenarios   
• Adopt techniques of active listening and questioning to troubleshoot customer problems
Contributes 14 CPD hours

Key topics

• Proactivity: taking responsibility, the customer experience begins with me
• Communication: questioning and listening
• Communication: creating rapport
• Communication: NLP
• Building trust
• Handling conflict
• Negotiating your way through difficult situations
• Problem-solving

Mapped against UK- SPEC competencies: D and E

  1. Communication and inter-personal skills - For Incorporated and Chartered Engineers: 'Demonstrate effective interpersonal skills’
  2. Professional commitment - For Incorporated and Chartered Engineers: ‘Demonstrate a personal commitment to professional standards, recognising obligations to society, the profession and the environment’

Meet our trainers

These trainers regularly teach Customer service excellence .

  • John Hattam

    John Hattam

    John has built a successful consulting business in both the private and public sectors, specialising in sales and marketing, product and customer development, and business planning.
  • Steve Pepperell

    Steve Pepperell

    Steve is a highly regarded consultant with an in-depth knowledge and a proven track record of leading, developing and motivating individuals and teams in customer-facing situations.
  • Andy Webber

    Andy Webber

    Andy is a professional facilitator with over 15 years of experience in coaching, mentoring, consulting and delivering training.

We offer in house training

Tell us your team's CPD needs and we'll come to you with a specialised training programme, customised for your engineering sector.
Contact our advisors if you need help finding the most appropriate training for your team.

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At a glance

  • Duration:
    2 days
  • Location:
    Glasgow
  • CPD Hours:
    14
  • Accredited:
    no
  • UK-Spec:
    D, E

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Need some help?

Contact us if you have any questions about our training courses.

Terms & conditions of booking IMechE training

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Browse our 2018 training brochure

Our 2018 engineering training brochure contains all dates for our public training programmes in five UK locations. All of our courses can be tailored to your organisation and delivered in-house.

View the brochure

Available dates for Customer service excellence

2 day course

Glasgow
11-12 Sep 2018

Require a different date or location? Or want to train a group in house?

We can customise any of our courses and deliver them in-house, for your entire team. It could also save you money, especially as you would save travel time.

More about In-house and bespoke training

Register your interest

Members: £995 + VAT

Non-members: £1,095 +VAT

Bring a colleague for free

Book now

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