The Method: Service Calls Training Program

The Method: Service Calls

The issue of COI (Cost of Inactivity) is a common challenge for many service companies. Technicians, although not sales consultants, regularly face the task of promoting services and products to customers. Without proper training, customers may not receive the attention they need, resulting in missed opportunities for both the technician and the company to maximize their earnings.

Our findings indicate that inadequate training can cost a company an average of $150 per service call. This translates to a typical team of 10 technicians handling 30 calls each month, resulting in a monthly loss of approximately $45,000 in monthly revenue. This is why our program's return on investment (ROI) quickly offsets the cost and has a lasting impact.

Our featured service is dedicated to enhancing the performance of your entire service call team, including CSR staff, technicians, and managers. They will receive essential training to ensure customers receive top-notch service, and your team can make the most of every opportunity.

Inclusions

(22) 1-hour training sessions on “The Method: Service Calls.”

System package includes post-call analysis sheets, training book for each tech, PDF materials packet for the company, transition recordings, notes format, etc.
Introductory meeting with managers.
(10) Ride-alongs per tech (managers can ride on four total)
Up to (6) hours of manager-level meetings & consulting.

Script for the CSRs

Training/random call monitoring for CSR(s). Min calls (12) per CSR
Pre-training/post-training report. (2) 1-hour meetings
Phone access for technicians throughout the training program (8 am-5 pm Monday-Friday).
Bi-weekly check-ins for 16 weeks post-program guidance