2016 Customer Service Program for Service Managers, Dispatchers & Staff

PMC/SMACCA is offering a 3‐hour forum to help Service Managers, Dispatchers and Staff effectively support their Service Technicians and Service Department.

PROGRAM DETAILS
 Review customer service skills important to all service contractors. Skills include building customer
relations, communicating with customers, and dealing with and maintaining customer relationships.
 Help build communication skills between service managers and service technicians ensuring a trusting
relationship.
 Review STARS recovery process; advising service managers on utilizing mistakes as a teaching tool.
 Help technicians gain independence while helping them understand the importance of interdependence
with customers and industry personnel.
 Smooth integration of communication from the first phone call to when the service technician arrives on
the job. Discuss characteristics and attributes of a successful dispatcher which help the service technician.
 Analyze critical contact points about the customer, the service technician and the invoice.

Program Presented by Butch Dee
* UA Customer Service Instructor for Local 449; Certified UA Instructor
* UA STAR HVAC Service Journeyman; 27 years in the trade working for Ruthrauff Service
* Co-Produced 2 Customer Service Training Video Series for UA Commercial & Residential Service Tech
* Served 20 years as Fire Chief for South Baldwin Volunteer Company