Business and commercial

Customer service excellence (v)

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

12 hours

Members: £995 + VAT
Non-members: £1,215 + VAT
Bring a colleague for free

Bring a colleague for FREE

Course Location & Date
Customer service excellence (v)

N/A

Members:
£995.00 Plus vat
Non Members:
£1,215.00 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.

Delivery format

This course will be delivered in 4 virtual classrooms (VCs) of 3 hours each.

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 12 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 (v).

  • Alison Roberts

    Alison Roberts

    Alison has over 30 years’ experience in training, coaching and mentoring, having won three awards working with individuals and global organisations to improve their people and business performance.

In-house and bespoke 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:
    12 hours
  • CPD Hours:
    12
  • UK-Spec:
    D, E

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Terms & conditions of booking IMechE training

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Offers and bundles

A range of options to help you maximise your training budget.

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Train your team

Tell us your team’s development needs and we’ll come to you with a specialised training programme, customised for your organisation.

What options are available?

  • Off the shelf – we can deliver any of our training courses at your chosen location, providing you with a cost-effective and efficient solution
  • Tailored courses– our personalised programmes can help you work through issues specific to your team or sector and equip you with the practical tools you need to move forward
  • Blended programmes – we use a range of delivery methods, development subjects and performance resources to ensure your team have the knowledge and skills they need to help your business thrive

More about in-house and tailored training.

Offers and bundles

We have a range of options to help you maximise your training budgets.

More about our offers and bundles

Some of the companies we've worked with

  • Alten
  • AMH Material Handling
  • Avara Foods
  • bmt
  • Bombardier
  • Bombardier
  • Gas Networks Ireland
  • International Nuclear Services
  • JCB
  • Martin Baker
  • National Composited Centre
  • Network Rail
  • Smurfit Kappa
  • sse

Our training acumen

  • Over 25 years experience of delivering training
  • Designed by engineers for engineers
  • Seven locations across the UK
  • Tailored courses for your team, anywhere in the world
  • You come to us or we come to you
  • Online tools to improve the experience

Average customer rating:

4.75 out of 5

Get in touch

Get in touch if you need help finding the right course, or qualification, for you or your team.

Terms & conditions of booking IMechE training