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.
|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|