015 Customer Service/Sales

015 Customer Service and Sales Skills

(15 hours/60days) Foundation
Written by Steve Coscia, CSP- President of Coscia Communications

This course is a compilation of essential lessons on customer service/sales soft skills created by the preeminent leader in soft skills education, Steve Coscia. It provides the soft skills basics for technicians who want to make a positive first impression and differentiate their service delivery. You will improve your communication skills and know how to deliver more proactive and helpful service. This video series includes real situations along with explanations for how to satisfy customers throughout. Non-credit exam questions are built into the lesson to engage the student and ensure content retention. Each module is also followed by a credited and required exam. This course is recognized for 9 hours of continuing education (CEHs) applicable to NATE re-certification

This course is presented in flash video format with modules covering the following topics:

015-1 Contractor Soft Skills: This informative lesson provides the soft skills basics for technicians who want to make a positive first impression and differentiate their service delivery. All content is based on actual customer encounters. Students will learn the importance of a positive attitude when serving customers.

• Courteous and Polite Behaviors
• The First Impression
• Balancing Empathy & Expertise
• Listening & Handling Stress

015-2 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

015-3 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 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”

015-4 Customer Service Teamwork This informative lesson provides the soft skills basics 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 importance of word usage in communication and understanding
• Recognize the value of empathy in teamwork situations

015-5 Customer Service Leadership: This informative lesson provides the soft skills basics 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.

015-6 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

015- 7 Customer Service Follow Up: Knowing how to follow up is the service skill that impacts relationships more than any other. Better relationships mean more trust, more repeat business and more customer referrals. In addition, those who follow up quickly and effectively achieve upwardly mobile career advancement.

The best mechanical contractors understand that customer convenience is today's dominant factor in how people buy - this Follow-Up course highlights this new phenomenon. The phone calls, videos and animations in this follow up course make the subject matter engaging and easy to understand.

Textbook Reference: https://www.hvacrassets.net/Textbook/TextbookPage081021.pdf