Course Overview

This position is responsible for delivering field labor tasking procedures to execute planned service inspections, repair services, and equipment installations, providing emergency service response coverage in accordance with Company safety policies and procedures, and establishing repair and maintenance work tasking procedures. This position is responsible for service activities between the Company and its residential clients. This position is responsible for implementing the Company’s service and sales call-handling processes. In addition, this position is responsible for all residential replacement installation estimating, pricing, and proposal development functions between the Company and its clients.

Module 0: Business Model & Strategic Foundation

• Understand how to implement a structured business plan
• Learn how businesses operate through processes, not individuals
• Define the roles of employees versus managers
• Understand labor utilization and its impact on operating costs
• Learn how proper staffing prevents margin erosion

Module 2: Lead Generation & Opportunity Identification

2.2 Onsite Opportunity Assessment

• Use structured assessment forms by call type
• Conduct logical customer interviews
• Identify additional comfort, safety, and efficiency opportunities
• Capture and follow up on post-call opportunities

Module 4: Trust-Based Selling Systems

4.1 Repair Trust-Selling

• Apply a consultative, trust-based selling process
• Standardize service call handling
• Understand how service agreements support sustainability
• Apply proactive repair-selling standards

4.2 Service Agreement Selling

• Understand the service agreement business model
• Communicate customer benefits clearly
• Set proper expectations
• Apply proactive trust-selling techniques

Module 5: Written Operating & Work Delivery Standards

5.1 Why Written Standards Matter

• Gain stakeholder buy-in for standardization
• Identify required business and operational functions
• Understand why written standards reduce chaos and errors

5.2 Service Repair Work Delivery

• Follow best-practice repair workflows from lead to close-out
• Standardize technician and manager responsibilities

5.3 Service Agreement Work Delivery

• Apply standardized service agreement workflows
• Ensure consistent inspections and customer experience

Module 10: Customer Care & Call Handling Excellence

• Understand the impact of customer care on profitability
• Apply inbound and outbound call standards
• Train and onboard customer care staff
• Maintain organized office systems

Outcome

Graduates of this course are prepared to safely and efficiently deliver residential service inspections, repairs, and installations by following standardized work procedures, applying trust-based service and sales call handling processes, identifying customer needs, and supporting profitable service delivery while maintaining high levels of customer satisfaction.