2016 Customer Service Program for Service Technicians

PMC/SMACCA is offering a 4‐hour program dedicated to Customer Service Skills for the Service Technician. During the program, Butch Dee will address communication skills that help make the tech more effective on the job with the customer and service department.

PROGRAM DETAILS
 Making a positive first impression with customers
 Establishing and building a rapport with customers
 Understanding the importance of customer service and how it fits into the daily routine
 Knowing customers
 Customer service facts
 Customer perception of the value provided
 Communicating effectively with the customer with a focus on listening, speaking, reading and writing
 The importance of verbal and non‐verbal communication skills
 How to ask appropriate questions

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