We are currently looking at researching, designing and delivering programmes in Customer Service skills for engineering staff.

Basically, the client is a large plant (fork lifts,reach trucks,etc) supplier in the food supply field, and as part of the contract, out-bases engineers at the clients location, be it a large distribution depot, or large supermarket etc

The engineering employees will shortly not only be responsible for everyday maintenance, but will also be responsible for all aspect of the customer interface as well, this will include planning of preventative maintenance,arranging replacement vehicles/plant, control of a small budget,ordering of parts and consumables and responsible for contract monitoring.They will be the man (or woman!) on the ground, the first point of contact between plany company and customer.
When the contracts come up for renewal in about 4 years, they will also be part of the group that negociates the new contract.

This change which has been welcomed by the engineering staff, will obviously involve training in some form of customer skills/ etc, and I am wondering if anyone has any ideas they could share, or refer me to places that could
help.

Rik

Rik Farish