EGIA

Customer Service Excellence

Customer Service Excellence

Tuesday, October 20

10:00AM - 2:00PM PST

Location

Virtual Event

Description

To develop a customer service focused culture and implement core values to support superior customer service in all operations. This workshop is about defining your company brand experience and brand promise, then aligning the business to deliver on that promise every time.

Course Materials:

  • WORD Documents on Customer Service and Technician Training
  • Power Point Slides – Power Selling Pros – WOW Presentation (Brigham Updated)
  • Power Point on Customer Service Excellence in a Business

Topics Covered:

  • Developing a customer service culture
  • Alignment of a Vision and Purpose
  • Implementation of core values in all areas and specific behaviors required
  • Defining a Brand Promise and Customer Experience – Company Wide
  • Understanding the Internal and External Communications
  • Phone/telemarketing professionalism
  • Debriefing technicians and homeowners
  • Proper paperwork
  • Rewarding positive behavior
  • Sales support from customer service reps
  • Implementing customer service follow up plan

What to Bring:

  • Core Values of the business defined if available
  • Open Mind
  • Written Dispatching Procedures as they Exist Today in the Company

Follow up Homework:

  • Vision-Define the Company Vision
  • Define Core Values and Behaviors
  • Write a personalized telephone script
  • Consider a Secret shopper process
  • Train Daily-weekly-behaviors to support core values
  • Establish a training plan that aligns brand experience with the work training
  • Implement a customer service follow up plan

Who Should Attend

Owners of Trades Businesses, Service Managers, Call Center Managers

Contact

EGIA Event Services

866-502-2021

events@egia.org

NON-MEMBER PRICING

Premium Members: FREE Registration Plus Members: $99/Person
EGIA Members must log-in to take advantage of the above discounted workshop pricing

Presenter

Gary Elekes

President, EPC Training

Gary Elekes is serial entrepreneur with a passion for helping others become more successful by sharing what he has learned over the past 3 decades working closely with all facets of the contracting industry. During his career, Gary has held senior management positions at Lennox and Service Experts. In 2000, Gary moved into entrepreneurship and started his training and consulting business EPC. Today, EPC continues to support growth oriented businesses aspiring to reach 20% EBIT. He also designed the very first web based learning platform for the residential contracting industry, which acts as a support system for training and learning in HVAC and plumbing trades, and has over 5,000 subscribers.

In 2003, Gary began acquiring contracting firms with a focus on developing turn-around opportunities. He also opened and operated several start-up businesses. In 2010, he added web design/SEO and online marketing to his company portfolio starting Imarket Solutions as a co-founder. Gary graduated from Ohio State University with a BSBA and also holds a Master's Degree in Business and Finance.