Improving Customer Service for Lubricant Providers – 1-Day Customized Onsite Masterclass

$3,500.00

Improving Customer Service for Lubricant Providers – 1-Day Customized Onsite Masterclass equips participants with the skills and systems required to deliver service that differentiates in a competitive market. Attendees will learn how to translate technical expertise into customer-facing value, manage complex service requests, and resolve complaints with structured methods. Through role-play exercises and case studies, participants will practice communication strategies tailored to reliability engineers, procurement specialists, and plant managers. The program also covers proactive service practices, long-term relationship building, and metrics for tracking service effectiveness, providing participants with a complete toolkit to support customer retention and growth.

Focus

Developing service skills and systems that strengthen customer relationships, resolve issues effectively, and support account retention in the lubricant industry.

Takeaways

  • Strategies to differentiate through customer service and link service practices directly to retention.
  • Tools for understanding customer priorities across technical and procurement roles.
  • Structured approaches for complaint resolution, escalation management, and proactive engagement.
  • Customization:  Measuring and improving service quality using SLAs and customer-focused KPIs.
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Description

8-Hour OutlineSession 1: Customer Service as a Competitive Advantage (1 hr)
  • Differentiating through service in lubricant sales
  • Linking customer service to account retention
Session 2: Understanding Customer Needs (1.25 hr)
  • Reliability engineer vs. procurement priorities
  • Gathering actionable feedback
  • Activity: mapping customer journey for a lubricant user
Session 3: Communication and Responsiveness (1.25 hr)
  • Technical communication to non-technical stakeholders
  • Setting expectations for service delivery
  • Role-play: handling a late delivery complaint
Lunch (1 hr)Session 4: Problem Solving and Escalation Management (1.25 hr)
  • Root cause of service failures
  • Structured approach to complaint resolution
  • Group exercise: resolving a major service issue
Session 5: Building Long-Term Relationships (1 hr)
  • Proactive service, follow-ups, and value-added touchpoints
  • Using oil analysis and field data as customer engagement tools
Session 6: Service Systems and Metrics (1 hr)
  • Service-level agreements (SLAs) for lubricant providers
  • Tracking KPIs: response time, resolution rate, customer satisfaction
Wrap-Up & Q&A (20 min) 

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