WTI’s HVAC/R program gives students the training they need to begin successful careers in the HVAC/R field. After completing your Heating, Air Conditioning, and Refrigeration Technology program from WTI, you’ll be prepared. Career and Job Highlights for Auto Mechanics and Technicians. The ideal preparation for technology intense jobs is formal automotive technician training. Those with a working knowledge of electronics and mathematics, as well. Program Provider Education category; Hair Styling/Hairdressing, Dip: Trend Setters School of Beauty: Personal and culinary services: Hairdresser: Glenda’s Salon and Training Center: Personal and culinary services. Employers prefer that automotive service technicians and mechanics complete a formal training program at a postsecondary institution. Industry certification is usually required once the person is employed. Providing training service to residential contractors. We train in the fields of Air Conditioning Service and Sales, Plumbing, and Electrical. Training and Certification - Trained Technicians Experts in the Field. Home . This means every one of our customers benefits from the unrivalled pest control knowledge, tools and techniques that define every Orkin Canada Technician. Orkin Canada sets the Canadian standard for pest management and prevention. We strive to continually improve our service for customers. Quality. Pro honourees are a distinguished group in the pest management industry. We are pleased to be recognized as leaders and pioneers in the industry and are proud to bring our superior service to our customers. The best training in the business.
Today’s aircraft are highly complex machines that require reliable components and systems to fly safely. To keep aircraft in peak operating condition, aircraft and avionics equipment technicians perform.Orkin Canada’s training program is unique in the industry. No other company requires more comprehensive preparation for its technicians. Each Orkin Canada specialist is a skilled service technician whose extensive training in the following areas includes: Rollins University and The Rollins Learning Centre. Orkin Canada. Rollins University and The Rollins Learning Centre are some of the more visible investments in Orkin Canada. This corporate facility includes a mock hotel room, restaurant kitchen, hospital room, bar, food storage warehouse, food retail aisle, rooftop air ducts and other . This allows for in- depth training in real time at our locations across the country, so you can be sure your Orkin Technician is up to date on the latest pest management techniques no matter where you are located. Award- Winning Program. Orkin Canada’s commitment to training has not gone unnoticed. Training magazine, the training industry’s premiere publication, recognized Orkin PCO, now Orkin Canada, among its annual “Top 1. Orkin PCO in 2. 00. Editor’s Choice” recipients. In short, no one knows more about pest management than Orkin Canada. So request a free consultation today and start trusting your business to the best. Click here to request a free pest control estimate . Receiving Combined Technical and Customer Service Training Will Empower Your Field Technicians to Establish Real Customer Relationships. Receiving Combined Technical and Customer Service Training Will Empower Your Field Technicians to Establish Real Customer Relationships. Originally published in the November/December 2. AFSMI's Sbusiness.). By William K. Pollock. There is more to customer service - and satisfaction - than merely fixing the customer's equipment. The field technician must also be empowered to fix the customer at the same time. However, without the proper training, most technicians will typically fall back on what they already know they do best - repairing equipment. However, if your field technicians are not also receiving training on how to provide customer service along with technical support, then your organization can never hope to win the enduring confidence and loyalty of your customers. However, one thing remains constant - their systems and equipment are important, if not vital, to their day- to- day business operations, and they depend on your technicians to keep everything going. They depend on your field technicians for the continuous availability, operation, and usage of their systems and equipment. For these reasons, your field technicians require much more than just technical training - they also require a full measure of customer service training. The trouble is that some organizations still do not recognize the importance of including customer service training in their CRM initiatives - or even if they do, they don't quite know how to make it work at the individual technician, individual customer level. We teach technicians to utilize the 'Listen, Observe, Think, Speak' - or LOTS - approach. It works well in virtually every service environment, regardless of the type of equipment being supported. Listening is always the right place to start; but it is only the point of entry to the customer relationship. There are other important things that must also follow. Words are not just words. The way they are spoken tells a more complete story. Therefore, the field technician must observe how the customer acts, the tone in which she speaks, and the overall situation around the equipment itself. Through careful observation, the technician can determine urgency, complacency, panic or whatever is the emotional content that drives the customer's expectations and desires - a vital component to responding effectively to the situation at hand and to building lasting customer respect and loyalty. This is never more important than when field technicians are dealing with customers - especially with customers who are faced with an expensive and important piece of equipment that isn't working. The first words a technician speaks on arriving at the site will set the tone for the entire service call so it is vitally important to choose them carefully. Choosing the right words can only be accomplished if they have first listened to and observed the customer and environment. Technicians should remember that they are the experts. They are the ones on whom the customer is depending to properly assess the situation, repair the equipment, and get them back to some semblance of normalcy. Still, the technician's words will be what the customer remembers long after the technician has left the site, which is why it is so important for them to wait to do the thinking until after they have listened and observed. Your technicians should know that nearly everything they say will have . While they may know how to fix equipment, can they make an unhappy customer happy again? Do they know how to transform a ? These sorts of customer skills can only be learned through formal instruction, and are not included in any technical training manuals. Companies can include photographs and hardware specs for their products in brochures, catalogs and on their web site; and demos can often be conducted right at the customer's site. And yet, technicians have an on- going relationship with the customer, and so if they can be taught to . Others may have new staff members that require . These are both classic cases where existing accounts may already be clamoring for enhanced coverage or extended service agreements, or for various other types of professional services that your company may offer (i. If they have also been keeping up- to- date with your company's portfolio of product and service offerings, they will also be ready to speak directly to those accounts on what will make for a more effective service package over time. What your field technicians need to contribute to the company's overall services sales effort is a good understanding of what their customers need, and the ability to match those needs with the various types of products and services your company offers. When properly trained, your technicians will be able to tap this untapped source of revenue. According to Mind. Builder's Challenger, . If you can, that's great because it will likely save you time, money, and a lot of headaches. However, before you jump headlong into what is a supposed time- or cost- saving alternative, first do some homework as to what the program offers versus what your technicians really need to learn. Whether your organization covers the globe, the nation, the city, or just the equipment installed in your facility, only choose learning systems that deliver content in a manner that will inspire your technicians, providing them with the tools they need to achieve their goals in the most effective - and cost- effective - way possible. If you are simply looking for technology- oriented training (e. Microsoft. For example, take an online demo course to provide you with some . You may first need to assess the varying types of Internet connections your technicians will be using to access the Internet, and make your decision accordingly. Assess whether the selected program is easy to navigate. Navigation should be both easy and self- evident; if your technicians require a learning curve on how to use the course, you may lose some of them before they even get started. Carefully evaluate the graphics that come with the course, as graphic design has historically been a major problem for many of the off- the- shelf courses. What your technicians see on- screen is critically important because they will not have a classroom instructor who can snap them back to attention if their interest strays. Make sure the graphics add instructive value to the course, and that your eyes do not gloss over when you look at them. Look for courses that include an instructor's voice- over, as both the audio quality and the instructor's presentation of the course material will be of extreme importance to student comprehension. After 1. 2+ years of school and vocational training, your technicians should be well- trained to listen to the instructor's words. Courses without an audio component are little more than poor imitations of books, and usually more expensive. If the on- line course you are evaluating does not have an audio component, you should look for an alternative that does. Make sure you have the ability to track the technician's course performance, as not all off- the- shelf courseware allows managers to do so. Many of the programs now on the market were not designed with the capability of conducting student assessments. Not everyone likes taking exams, but a course without a student assessment is a waste of time for both the student and for the organization. When you start evaluating learning platforms, look not only for content, but also for its applicability to the specific segments of the marketplace you support. Check to see if there is a way for students to take notes, or contact instructors from the courseware vendor. Evaluate the ease with which you can build a technician discussion group, or include additional extra- curricular resources. The bottom line for evaluating the value of any course is knowledge transfer. If your technicians do not acquire and retain usable, real world knowledge from these courses, then you have wasted their time - and your money. Both are serious matters, and both go hand- in- hand. Ultimately, you cannot be a successful services organization if your field technicians do not have a fair mastery in both areas. Therefore, whatever curriculum you ultimately choose, make sure it addresses all of the facets of customer service and support that your technicians will need to know to establish and maintain real relationships with their customers. Customer service is no different. They will need to take follow- up courses in this area over time. That is the nature of the business, and they are directly immersed in it - day after day, right at the front lines. It is a win- win situation for everybody involved. The best- in- class services organizations have already learned how to accomplish this - and now, with the proper technical support and customer service training, your field technicians can learn as well. In fact, if you do it right, it can be argued that training your technicians to fix the customer is really a lot easier than training them to fix the equipment. Pollock is president of Strategies For Growth. SM (SFGSM), the Westtown, Pennsylvania- based services consulting firm specializing in strategic business planning, services marketing, CRM consulting, market/survey research, and customer satisfaction measurement and tracking programs. Bill may be reached at 6. Mark may be reached at 8. Mind. Builder's website is accessible at www.
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