NAMA CTW/IBWA 2019

Technician Training Summit: Communication and Customer Service (separate fee) (Room Platinum 9)

19 Nov 19
11:15 AM - 12:15 PM

Speaker(s): Brian Cook, Corporate Technical Manager, Associated Services; Drew Dutton, Director, Equipment Services, Royal Cup, Inc.; Robert Fidler, Vice President of Service, CDC, Canteen (Corporate/Branches); Melissa Nichols, Director of Product Management, BUNN

Moderator(s): Tom Steuber, President, Associated Services;

"I haven’t seen this issue before, but I can take care of it." Which part of that sentence does your customer hear? The job requirements of a service technician extend well beyond technical skills – good communication and customer service skills are required to ensure your customers know you take good care of them. Additionally, the human element becomes ever more important as newer technology changes job requirements. Before your technical training sessions start, we’re going to kick things off with a discussion and open forum on communication and customer service skills. A panel of experts will start the discussion, and the audience will be invited to participate in an open forum Q&A session. This session is geared toward both service technicians and service managers.