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