Soft skills! It’s what business owners are talking about. They know that good customer skills can make all the difference in achieving a profitable business, but let’s face it - a lot of techs need more training in these skills.
The Professional Development course focuses on developing a tech's people skills and work habits, and gives guidance on both preparing for and then conducting service calls in a way that enhances the customer's experience.
Note: This course material is already included in the Operating a Profitable Appliance Repair Business course, so do not enroll in Professional Development if you are already enrolled in the Business course.
Course Syllabus:
| Module 1 | Professional Development Course Orientation | |
|---|---|---|
| Welcome and how to use. | ||
| Unit 1 | Study Tips and How to Use the Professional Development Course | |
| Module 2 | Groundwork for Great Service | |
| Explaining the customer's mindset on service calls; business realities that every tech needs to know; First Call Completes (FCC) and their importance to the customer, the company, the technician; Pre-diagnosing service calls to maximize FCC rate and make customer-cheerleaders. | ||
| Unit 1 | Essential Background Info: Customer Mindset and Business Realities | |
| Unit 2 | First Call Completes, Your Company, and You | |
| Unit 3 | Pre-Diagnosing Your Service Calls | |
| Module 3 | Delivering Great Service | |
| The mindset of the professional appliance repair tech; the Big Four Essentials for every service call; Dealing with special circumstances and problems; a typical day in the life of a Master Samurai Tech, the consummate appliance repair professional. | ||
| Unit 1 | Bushido of a Master Samurai Tech | |
| Unit 2 | Four Things You Must Do on Every Service Call | |
| Unit 3 | Special Circumstances and Precautions | |
| Unit 4 | A Day in the Life of a Master Samurai Tech | |
| Module 4 | Resources for Continuing Education and Final Exam | |
| Resources for keeping up with the technical and professional aspects of the appliance repair trade. Final exam for the PDART course. | ||
| Unit 1 | Resources for Continuing Education and Professional Development | |
| Unit 2 | PDART Course Final Exam | |