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.
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.
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.
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.
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
Expected End of Course Outcomes
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)