Customer Service Course

For Southern California Technicians located inside SCE or SDGE Service Areas

This course is presented with a video presentation with modules covering the following topics


015-1 Customer Service Superiority

In this lesson, service professionals will improve their communication skills and convey a more proactive and helpful attitude by serving customers with urgency and empathy. First impressions matter. A service professional’s role is more than solving problems and answering questions – it’s also about adding value. This lesson features actual customer interactions that students will relate to and learn from.

  • How to Add Value When Serving Customers
  • The Four Parts of a Service Greeting
  • How to Let Customers Hear Your Urgency When Helping Them
  • How to Remain Calm When Serving Difficult Clients


015-2 Customer Service Persuasion

This lesson covers the persuasive behaviors that enable service professionals to convert customer inquiries into more business. The communication skills techniques in this lesson focus on relationships and delivering value, especially when customers ask about the price. Actual customer inquiries are conveyed and analyzed in real-time for the student’s benefit.

  • Gaining Self-Confidence and Being More Persuasive
  • Improve from Transactional to Relational Service Events
  • Dominate the Listening – Let Customers Talk
  • Give Customers Options – Many Ways to Say “YES”


015-3 Customer Service Teamwork

This informative lesson provides the basics of the soft skill for technicians who want to improve their effectiveness and value as team members and leaders. All content is based on actual encounters within teamwork situations.

  • Improve personal and team effectiveness and efficiency
  • Learn conflict resolution skills
  • Recognize the importance of word usage in communication and understanding
  • Recognize the value of empathy in teamwork situations


015-4 Customer Service Leadership

This informative lesson provides the basics of the soft skill for technicians who want to make a positive first impression and enhance their customer service professionalism. All content is based on actual customer encounters.

  • Effective introduction strategies.
  • Expanded conflict resolution skills.
  • Recognize the importance of awareness, perception, and perspective.
  • Recognize the value of objectivity in customer service situations.


015-5 Customer Service Attitude

This lesson focuses on how to establish a positive first impression by having a positive attitude and showing respect to your customer.

Attitude

  • Parking the Vehicle



Expected End of Course Outcomes

  • Understanding customer service from the customer’s point of view


Modules

015-1 Customer Service Superiority

015-2 Customer Service Persuasion

015-3 Customer Service Teamwork

015-4 Customer Service Leadership

015-5 Customer Service Attitude

015 Final Exam


Experts

Oakley, Scott (scottoakley@hvacredu.net)

Nelson, Walter (wnelson@hvacredu.net)