b'NATIONAL SEMINAR PROGRAM CATALOGUECustomer Service for the Service OrganizationCreating the Proactive Service Experience Workshop Want to get your team more service- and sales-oriented? This dynamic andThe Creating the Proactive Service Experience Workshop is a highly interactive effective program will communicate the need to be more company-minded andworkshop designed for business owners, service managers and supervisors who sales-oriented. Practical, proven, and entertaining, this programs comprehensivewant to engage their field service teams more effectively in business development approach to customer service makes this program mandatory for anyone who hasactivities as a critical component of the overall service that they provide. In this contact with customers, including service technicians, drivers, dispatchers, workshop we will consider the factors that define the Proactive Service experience foremen, dispatchers, agents, service managers, salespeople, accounting personnel,and show participants the path to define a service experience unique to their firms, and managers. (One Day)the typical hurdles we can expect that can negatively impact our success, and how Instructor: Kevin Doughertyto sustain the behaviour change necessary for success. Each workshop participant Attendees: Service Dispatcher, Service Managers, Servicewill receive a copy of the Beyond GREAT SERVICE Planning Guidea step-by-Technician, Sales, Accounting, Service Supervisors step methodology to implement the concepts and approaches developed during the workshop. With this book and the output from the workshop, each participant will Thriving as a Service Contractorbe in a position to put this strategy to immediate effect. (One Day) Is your service business prepared for the changes facing the industry? TrendsInstructor: Jim Baston like shrinking margins, increased competition, shortage of service technicians,Attendees: Service Managers, Owners and Service Supervisorsand globalization. This program will help you to establish goals and strategies to keep pace with the lightning-fast changes in the market, enabling you to notSERVICE MANAGER SERIESjust survive, but succeed. This program will cover the critical topics that a service contractor will face, such as growing maintenance base, profitability, getting morePeople, Production, and Trends work, and building the perfect team. (One Day)This program addresses proven recruiting methods, leadership skills, productivity Instructor: Kevin Doughertyenhancement, and motivational techniques and is designed for the experienced and Attendees: Service Managers, Sales, Service Supervisors, Managers new service manager. (One Day) Instructor: Kevin Dougherty Growing and Developing Service SupervisorsAttendees: Service ManagersGrowing and Developing Service Supervisors is an intensive two-day training program designed specifically for improving the performance of the serviceSales and Sales Management supervisor. This program addresses proven training methods in: leadership,This program will address increasing your sales, sales management skills, sales coaching, planning, time management, communication, motivational techniquesproductivity enhancement, sales benchmarks, sales training ideas,and many more skills which will give the attending service supervisor the edge andand motivational techniques. This program is a must for theconfidence to deal with todays challenges. This program is not a lecture; it is aservice manager. (One Day) hands-on program utilizing real world exercises and video recorded role plays thatInstructor: Kevin Dougherty all attendees will utilize. Every attendee who completes the program will receive aAttendees: Service Managers and Salescertificate of completion and workbook which they can use for yearsto come. (Two Days) Instructor: Kevin DoughertyPREVENTATIVE MAINTENANCE ANDAttendees: Service Managers, Sales, Service Supervisors, Managers PROJECT SALES SERIESPlanning, Goal Setting and Performance ImprovementProfessional Sales, Personality Analysis,A fast-paced training program developed to help management improve theirImportance of Customer Service performance by providing the tools needed to properly plan and succeed. ThisAre you tired of estimating jobs and not getting them? Do you wish the jobs you do program will help leadership create and implement a clear plan to improve jobget would be more profitable? If you answered yes to any of these, then this course is performance and minimize disruptions that all jobs face. Topics include the 15for you. (One Day) Minute Pre-Day Plan; Seven Keys to Improving your Job Performance; Office, Field,Instructor: Kevin Dougherty and Shop Synergy; Two Reasons People Dont Perform and What To Do About it;Attendees: Estimators, Sales, and Senior ManagementGoal Setting Tactics to Improve Job Performance; The Flexible Planning Method; Accountability; Understanding the Three Levels of Communication and How toImportance of Selling Maintenance, How to Sell Maintenance Improve Each Level; How to Focus on the Important Activities Amongst the Chaos;This course will focus on growing maintenance sales and cover how maintenance and How to Improve Job Momentum. (One Day)sales are critical to success in the mechanical service industry. You will also learn Instructor: Kevin Doughertyhow to turn a maintenance agreement into a viableAttendees: Service Managers, Service Supervisors, Managers long-term arrangement. (One Day) Instructor: Kevin Dougherty Service Supervisor Training AcademyKevin DoughertyAttendees: Service Managers and SalesThis new four module program will cover transition to management,leadership, delegation, coaching and motivation, role plays, dealing with Project Selling difficult people, time management, planning, problem solving, and salesThis program will challenge conventional thinking of how you sell service projects management basics. (Four Days)and will improve even the most seasoned sales professional. (One Day) Instructor: Kevin DoughertyInstructor: Kevin Dougherty Attendees: Service Supervisors, Project Managers, Foremen Attendees: Service Managers and SalesThe Financial Sell, Advanced Selling Skills for Service This course will help the salesperson to not just look at the estimate as a number, but more as a process from job inception to job completion. This course will also help attendees to think more as businesspeople, and to take more of a big picture approach to the estimation process rather than just doing takeoffs andproviding numbers. (One Day) Instructor: Kevin Dougherty Attendees: Service Managers and Sales64 www.mcac.ca'