September 14, 2021 @ 7:00 am - 4:30 pm
MCA-Omaha Training Room
7561 Main Street, Suite 408, Omaha, NE, 68127
–Postponed to TBD Dates in the Fall of 2022 —
7:00 AM Breakfast
7:30 – 11:30 AM Customer Service Session (Morning Session)
11:30 AM – 12:30 PM Lunch
12:30 PM – 4:30 PM Developing a Value Proposition (Afternoon Session)
Customer Service Session
(7:30 – 11:30 AM)
Why focus on great customer service? Is it for me? Who are the most important people? We will explore indifference, communication, first impressions, perception, and rapport. The class will then review expectations, how to be proactive, tools for working with difficult customers, and finally spend some time practicing the skills on how to communicate with customers and making a customer service plan.
Developing a Value Proposition
(12:30 – 4:30 PM)
Develop a continuous plan for quality from beginning to end!
Learn how to establish Touch Point Analysis for standard service calls and how to develop the analysis for other parts of your business. We will also discuss the importance of engagement for the entire team, measuring and monitoring the process, and making changes as you go. Finally, we will explore ways a new plan can be rolled out with enthusiasm and what is sure to happen if the team as a whole is not engaged and on board with changes.
* Courses are stand alone in nature. Register for the morning session, afternoon session, or both! Please be sure to let us know if you’ll be joining us for lunch if you’re only doing a half day to ensure we have the proper meal counts.
About the Speaker
As a former MSCA leader, lifelong advocate for the trades, and one of the most genuinely kind people out there, Woody Woodall is hard to miss in this industry! Woody spent 45 years working his way through every job title in mechanical contracting. He’s served on countless committees, taught apprentices of his own, and even served as the National Chairman of MSCA. Woody now spends his time traveling the country presenting service seminars to train the next generation.
2021 classes POSTPONED!! Check back for Fall 2022 Dates!
Questions? Contact Michele at 402.305.8969.
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