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Seb Anthony

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Customer Care Training for Maintenance Staff


I am required to design and deliver some customer care training for engineering/maintenance guys that deliver a service to the customer through maintaining equipment. They have little contact with the customer if at all. Not sure how to pitch the training. Any ideas, I'm really stumped?
Lisa Birch

2 Responses

  1. Internal links
    Hi Lisa,
    Looks a tricky one, as proved by lack of response.
    One tack may be to highlight the impact the relationships they have with their internal customers can impact on external customers. Working in groups they may be able to identify their indirect links with external customers.
    Also the need to provide specific info to internals that may be useful. Again in groups they may be able to come up with such info.
    Hope that helps.

  2. Customer Care
    Have you considered using something like group role play? I did something similar for a retail company who wanted customer care and communication not retail focussed training. We did scenarios about what ‘we’ would consider good service and worked on communication styles like conversation cycle and use of bpdy language. You could go down the route of using the FISH! programme but it might feel a bit too ra ra ra …. !


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