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.
|Professional Development Course Orientation
|Welcome and how to use.
|Study Tips and How to Use the Professional Development Course
|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.
|Essential Background Info: Customer Mindset and Business Realities
|First Call Completes, Your Company, and You
|Pre-Diagnosing Your Service Calls
|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.
|Bushido of a Master Samurai Tech
|Four Things You Must Do on Every Service Call
|Special Circumstances and Precautions
|A Day in the Life of a Master Samurai Tech
|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.
|Resources for Continuing Education and Professional Development
|PDART Course Final Exam