The training program represents the newest generation in customer service training for technicians. It helps technicians better understand what their customers' expectations are and how they, as skilled service providers, can deliver a more comprehensive package of services that meets or exceeds customer expectations.
This program is part sensitivity training, part interpersonal skills development - and a good measure of encouragement that these technicians are true professionals at their trades.
To become certified in Nexstar's Service System program, technicians start with a self-study program and develop a personalized approach to customer service. They document their customer satisfaction delivery skills through 30 service calls of which their manager critiques their techniques on six on-site calls.
When the technician has completed all requirements and has been recommended for certification by their manager, the application is submitted to Nexstar. Nexstar returns a personalized certificate of achievement to the manager along with a special patch the technician can wear on his or her uniform, signifying the accomplishment.
Publication date: 11/08/2004