In today’s competitive business landscape, it’s not always enough to be a technical repair wizard. How you handle service calls from start to finish—especially how you interact with homeowners—can make a tremendous difference.
We developed Delivering Professional Service to teach techs the soft skills needed to transform every repair job, good or bad, into a positive customer experience. Happier customers mean five-star reviews, friend referrals and repeat business, all of which put more money in your pocket.
Note: This course material is also included in Modern Business Management.
|Module 1||Professional Development Course Orientation|
|Welcome and how to use.|
|Unit 1||Study Tips and How to Use the Professional Development Course|
|Module 2||Groundwork for Great Service|
|Explaining the customer's mindset on service calls; business realities that every tech needs to know; First Call Completes (FCC) and their importance to the customer, the company, the technician; Pre-diagnosing service calls to maximize FCC rate and make customer-cheerleaders.|
|Unit 1||Essential Background Info: Customer Mindset and Business Realities|
|Unit 2||First Call Completes, Your Company, and You|
|Unit 3||Pre-Diagnosing Your Service Calls|
|Module 3||Delivering Great Service|
|The mindset of the professional appliance repair tech; the Big Four Essentials for every service call; Dealing with special circumstances and problems; a typical day in the life of a Master Samurai Tech, the consummate appliance repair professional.|
|Unit 1||Bushido of a Master Samurai Tech|
|Unit 2||Four Things You Must Do on Every Service Call|
|Unit 3||Special Circumstances and Precautions|
|Unit 4||A Day in the Life of a Master Samurai Tech|
|Module 4||Resources for Continuing Education and Final Exam|
|Resources for keeping up with the technical and professional aspects of the appliance repair trade. Final exam for the PDART course.|
|Unit 1||Resources for Continuing Education and Professional Development|
|Unit 2||PDART Course Final Exam|