Creating a Culture of Excellent Customer Experience
Acknowledge the opportunity to address customer retention through data collection.
Provide soft skills, trade and leadership training, tools and resources to improve employee experience and enable employees to better serve the Customer.
Utilize the tools, processes, and training to develop an exemplary customer experience.
Continuous customer touchpoints through our ComfortCARE 365 program, conduct customer surveys, lead by example, continuously improve, compare data.
Sales BootcampAn introduction to the Sandler selling methodology. The workshop will introduce you to the principles, language, and theory behind a customer focused approach to sales. Learn to apply the foundations of the proven sales process. Pre-requisites: None Who is this for: New CSUSA Sales Reps and Sales Managers Class Size: 12-24 people
Sales Person AcademyOWN AN EXCEPTIONAL CUSTOMER EXPERIENCE, NOT JUST THE SALE. Reviews the Sandler Selling methodology in depth. A proven selling methodology enables salespeople to engage prospects using a non-traditional sales model that culminates in a Sales Simulation challenge to apply learning. Pre-requisites: Successful completion of Sandler Workshop and Service VP nomination Who is this for: CSUSA Sales Representatives and Sales Managers Class Size: 12-24
Sales Reinforcement WorkshopSOLIDIFY YOUR SUCCESS Reinforces all components of a proven Sales Process and Sandler methodologies. Review, practice, and a mini Sales Simulation allows participants to discover hurdles and get reinforcement for their sales skills. Pre-requisites: Successful completion of Sandler Workshop, Sales Person Academy and nomination by Service VP Who is this for: Salespeople who have successfully completed the Sandler Workshop and Sales Person Academy. Sales managers are also invited to take part. Class Size: 12-24
Full Maintenance Sales WorkshopPROVIDE COMPREHENSIVE CSUSA CUSTOMER EXPERIENCE Focuses on financial selling and operational execution for Platinum Service agreements. This advanced program combines Operations and Sales to focus on selling & executing Platinum Agreements. A 2-track learning system prepares sales and operations teams for success including CSUSA Dispatchers, Service Supervisor, Service Managers, Service Administrators, Service Sales Representatives, and Sales Managers. Pre-requisites: Salespeople who have completed Sandler Workshop, Sales Person Academy and have been nominated by Service VP. Operations are invited to participate at the discretion of local management. Who is this for: CSUSA Dispatchers, Service Supervisors, Service Managers, Service Sales Represenatives and Sales Managers Class Size: 12-24
Sales Manager BootcampMASTER EXCEPTIONAL EMPLOYEE EXPERIENCE TO CATAPULT SALES Provides information and tools to formalize informal practices and accelerate development to meet individual CSUSA career goals. The workshop provides best practices associated with Sales Management for CSUSA Sales Managers to support their team daily, weekly, monthly, and quarterly. Pre-requisites: CSUSA employee nominated by Service VP Who is this for: CSUSA Sales Managers Class Size: 6-15
Service Coordinator Academy (Formerly Dispatcher Academy)CUSTOMER SERVICE STARTS WITH A GREAT FIRST IMPRESSION The Service Coordinator Academy (Formerly Dispatcher Academy), is a 3‐day course that provides those in dispatcher or service coordinator roles the tools, skills and understanding to work effectively with all the groups in which he/she comes in contact. The dispatcher is truly the “pivot point” of service. The dispatcher’s actions impact customers, technicians, the service manager and all other associates within the company. Decisions made by those individuals impact technician morale, customer loyalty, departmental efficiency and contribute to overall profitability. Pre-requisites: Must have approval from President or Service Vice President Who is this for: Dispatchers or Service Coordinators Class Size: 20-25
Technician AcademyDON'T JUST GET THE JOB DONE, BECOME A MASTER OF THE CRAFT Comfort Systems USA has partnered with industry leading education experts to develop an online program for technicians to enhance their skills and knowledge. Technicians may learn at their own pace with the flexibility and enhanced learning strategies online learning has to offer. The campus provides 800+ hours of various of educational courses for technicians to boost their career in HVAC. Technicians may progress through a certification track including courses ranging from fundamentals to more complex electives or pick an a la carte course of their interest while learning to provide excellence in customer experience. Pre-requisites: N/A Who is this for: Service Technicians Class Size: Please see the Trane University page, HVACRedu.net page and the SkillCat page for access to online and regional service technician Academy trainings. Have you checked out the remote support, FIX Center ,now LIVE for technicians in the field?
Service Manager AcademyAS A FIRST TIME MANAGER, FIND THE PATH TO SUCCESS AND PROVIDE EXCELLENCE IN CUSTOMER EXPERIENCE. The Service Manager Academy is a 3‐day course that will provide participants introductory level training and practice related to the day‐to‐day operations of the service business with a focus on peer leadership, customer service skills, and introductory financial information and exercises. This training program is designed for an employee new to the organization or recently promoted from a working trade position or other internal department position. It may also apply to trade personnel recently promoted to a role of foreman or team leader, and as such is expected to provide basic coaching and training and assist in the development of technicians. Pre-requisites: Must have approval from Service VP Who is this for: Service Managers, Foremen, or Team Leaders Class Size: 25