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Delivering the Ultimate Service Experience: A Guide for Technicians with Kevin Dougherty

April 13, 2027 8:00 AM - 3:30 PM (CDT)

Description

This course helps service technicians and dispatchers strengthen customer relationships while creating more value on every service call. Participants will learn practical strategies for improving customer service, resolving issues effectively, communicating as trusted advisors, and identifying opportunities to better serve customers. The course also includes techniques for handling customer interactions with confidence and professionalism.

Topics Covered:

  • Developing and using service standards for consistency and customer satisfaction
  • How making the customer look good insures your survival onsite
  • Adding and leveraging the value on what you already do
  • Changing how your techs and dispatchers are perceived by your customers
  • Getting your techs and dispatchers to take more of a consultative sales approach
  • Turning customer issues and complaints into opportunities
  • Turning your techs and dispatchers into solution providers
  • Front-line relationship building strategies and tactics
  • Empowering your dispatchers and service techs to take care of customer issues on the spot
  • Technician selling techniques
  • Recorded technician sales training role plays

Recommended for service technicians, dispatchers, and service managers. 

Kevin L. Dougherty has over 30 years of experience speaking to the construction industry, providing practical solutions in an engaging manner. With a background that includes roles as foreman, sales manager, and corporate trainer, Kevin's seminars have educated thousands. He has been a frequent speaker for numerous trade associations, consistently recognized for his ability to entertain and inform.

Time

7:45 am - 8:00 am Breakfast
8:00 am - 3:30 pm Seminar (including lunch & breaks)

Location

CCI Training Center


We are located off the north frontage road behind the Hampton Inn & Suites in building marked Woodside V.

Note: The building front doors do not unlock until 7:30 am.

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Contact Information

Name: Sophie Thaden
Email: sthaden@minnesotamca.org
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