Skip to content

Customer Service for Technical and Field Support Teams

Technicians, installers and field staff are often the face of the company to the customer, yet they are trained on equipment and never on service. This programme equips technical and field support teams to communicate clearly with non technical customers, manage expectations on site, handle complaints professionally and turn every service visit into a relationship building opportunity.

What you will be able to do

  • Recognise the technical team's role in customer perception and loyalty.
  • Communicate technical issues in plain language customers understand.
  • Set and manage customer expectations before, during and after a visit.
  • Handle complaints and frustrated customers professionally on site.
  • Represent the company well in the customer's home or workplace.
  • Spot service and sales opportunities during field visits.

Course outline

  1. 01Why field staff shape the customer relationship
  2. 02Communicating with non technical customers
  3. 03Managing expectations on site
  4. 04Professional conduct in the customer's space
  5. 05Handling complaints and difficult situations
  6. 06Explaining problems, delays and solutions
  7. 07Spotting service and sales opportunities
  8. 08Closing the visit and following up

Who should attend

Technicians, installers, field service engineers, drivers and support staff who deal directly with customers while delivering, installing or repairing products and services.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Lusaka2US$1,100
24 to 25 Aug 2026Kigali2US$1,100
31 Aug to 1 Sep 2026Nairobi2US$1,100
7 to 8 Sep 2026Durban2R10,000
14 to 15 Sep 2026Johannesburg2R10,000
28 to 29 Sep 2026Mauritius2US$1,100
5 to 6 Oct 2026Dubai2US$1,100
12 to 13 Oct 2026Lagos2US$1,100
19 to 20 Oct 2026Harare2US$1,100
26 to 27 Oct 2026Kampala2US$1,100
2 to 3 Nov 2026Dar es Salaam2US$1,100
9 to 10 Nov 2026Pretoria2R10,000
16 to 17 Nov 2026Cape Town2R10,000
30 Nov to 1 Dec 2026Online2US$900
7 to 8 Dec 2026Mozambique2US$1,100
14 to 15 Dec 2026Cairo2US$1,100
21 to 22 Dec 2026Accra2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

Related courses in Sales, Marketing and Customer Service

Sales, Marketing and Customer Service

Consultative Selling and Key Account Growth

Move your sales team beyond product pitching into structured, needs led conversations that uncover real business problems. This programme...

Next session
31 Aug to 4 Sep 2026
Venue
Nairobi
5 day programme
FromUS$900
Sales, Marketing and Customer Service

Customer Experience and Service Recovery Excellence

Customers judge an organisation most harshly at the moment something goes wrong. Teams learn to design service journeys that hold up under...

Next session
31 Aug to 4 Sep 2026
Venue
Accra
5 day programme
FromUS$900
Sales, Marketing and Customer ServiceNew

Digital Marketing and WhatsApp Led Customer Engagement

Most South African customers meet a brand on a phone, on a data budget, and increasingly inside a messaging app. Marketing teams work on...

Next session
31 Aug to 2 Sep 2026
Venue
Online
3 day programme
FromUS$900
See all Sales, Marketing and Customer Service courses