Customer Service For Tradesmen & Women

Customer Service for Tradesmen.

Who this course is aimed at

Organisations that pride themselves on their customer service are recognising the vital role and impact their tradesmen and women have on their brand image as service champions, customer satisfaction and loyalty. This one-day interactive course is designed for tradesmen and women whose jobs involve working with customers on a face to face basis in their home or workplace, and therefore represent the face of your organisation.

People buy people, and your tradesmen and women can easily be the only person they see from your organisation. The customer will use this experience to decide whether to buy from you again or simply go elsewhere.

Course aim

To give tradesmen and women the skills to exceed customer expectations by providing excellent customer service when working in a customer’s home or workplace.

Course objectives

  1. What customer service is and the integral part it plays in a tradesman’s / woman’s work.
  2. How the customer may be feeling about the pending trade visit before they turn up.
  3. What do customers like and dislike about tradesmen and women?
  4. Top 10 service standards.
  5. How to greet a customer in a non-threatening way, making the customer feel relaxed and happy to have a stranger in their home or workplace.
  6. How to (& how not to) conduct themselves in the customer’s home/workplace, ensuring respect towards the customer, their home and their work.
  7. Ways to end a visit, ensuring the customer is left feeling valued and treated as an individual.
  8. How to use positive body language (& avoid negative body language) to positively
    influence a customer.
  9. Sounding friendly and confident on the phone (the pre-call).
  10. Positive ways of handling disputes and complaints from a customer, maintaining service levels and protecting the organisation’s reputation.
  11. Using empathy to show understanding of the customer’s feelings.
  12. Using positive language in place of negative and having a can-do attitude.
  13. Ways of going that extra mile for the customer and exceeding customer expectations.

Recommended additional support

To achieve a complete behavioural change in the whole of your trades team the success of the programme is enhanced through:

  1. Full visible and verbal commitment from the Senior Management Team towards excellent customer service and the development programme.
  2. Encouragement and praise from supervisors and other line managers for tradesmen and women to practice new customer service skills.
  3. Nominated tradesmen or women to become ‘Customer Service Champions’ or ‘Ambassadors’ to drive key messages and standards across the whole team and help keep excellent customer service a top focus in the future.
  4. Active observations, assessment, mystery shopping and customer feedback are carried out regularly to capture standards of customer service and provide opportunities for praise and recognition, as well as coaching opportunities for those who would benefit from constructive feedback and guidance.
  5. Coaching support (and other performance management) are provided by line management.
  6. Sharing of learning between trades staff and teams to ensure consistency across the whole organisation and foster development through learning from peers.
  7. Active praise and recognition of top performers via a variety of methods such as notice boards, email, internal newsletters, meetings, senior manager visits, appraisals, annual company awards ceremonies, meet the customer events etc.

Customer testimony

“We ask Neville back each year because he’s is an excellent and very unique trainer and has the ability to ensure that all delegates walk away from his sessions feeling that they have enhanced their skills and have a clear understanding of how to improve and continue to improve their skills when dealing with customers. I have seen a positive improvement since my team have been trained by Neville with the service delivered to our customers go from good to excellent.”

Helen Roberts

Housing Manager, Customer Contact Centre – Walsall Housing Group (whg)

WHAT TO DO NEXT

This course will be tailored to suit the needs of your people, and your own in-house standards
will be included and reinforced during the training.

Please contact find out how this course can help your organisation.

Contact: Neville Beardsmore

Tel: 0121 247 5736 / 07984 030 180

E-mail: neville@cfatraining.co.uk

We look forward to hearing from you.