Transformational concepts . . .such as the “80% rule, moments of truth, the value line and exceeding expectations”, turn the technician into a customer relationship expert. Supercharge your technicians with confidence which will also improve employee retention.
The customer’s perception of your company is heavily weighted by the interaction with the technician in her home. Make sure it is a good one. What you'll learn…
The ‘Emotional Dynamics‘ of working in a customer’s home.
What your techs REAL job is. (Hint: It’s NOT cleaning carpets or restoring homes!)
The difference between buying goods and services.
How customers decide if your employees have done a ‘good job or a ‘bad job.
Why (and how) to build a life-long relationship and create a Cheerleader customer.
How techs can deliver positive ‘Moments of Truth‘ with their actions, appearance and attitude.
How to give your customer the ‘Illusion of Control.
Where your technicians (and everyone else too) fits in to your company’s Service Circle.
Simple scripts that makes VAS easy to implement.
Hands-on training and role playing that shows techs how to make the VAST concepts work.
Step-by-step training on how techs can gently offer their clients ‘Additional Service Options‘. (This will pay for their seminar!)
How your techs can sky-rocket the ecstatic 5 star online reviews your delighted customers will post on Google!
This course has been approved for (7) IICRC CECs. No exam.