ServiceSource’s Institute of Service Management will fill industry void
By Paul MacDonald, ServiceSource
The role of service manager at any appliance retailer is a difficult one.
Customers, salespeople and technicians all vie for the manager’s attention to solve a crisis or fix an appliance ASAP. The job entails long hours, enormous headaches and little gratitude for helping to solve service issues.
Service managers are often employees who have been with a company for some time in another capacity. Having performed well, they get promoted to a manager’s role and are suddenly in charge of customer satisfaction and technician performance. But who teaches them how to run a service department? Seldom is there a written job description, and there are no schools or online training courses in appliance service management. Many managers do things the way their predecessors did for lack of new ideas and outside influences.
But that doesn’t have to be the case any longer. BrandSource has developed a solution for its members to address service management training with the ServiceSource Institute of Service Management, or ISM. ISM is designed to meet the unique needs of service management leaders to explore the latest strategic and tactical elements of service management strategy.
Help your service department rise above the competition and set a course to service profitability with BrandSource certification in service management. This ten-hour program, to be held at the upcoming Summit 2023 in March, will cover these topics and more:
- Service financials and setting service rates based on the cost of doing business
- Increasing operational service efficiencies
- Technician recruitment, training, motivation and performance KPIs
- Customer service training and de-escalation skills to book more calls
- Service marketing, customer acquisition and responding to online reviews
- Parts inventory management and warranty claims best practices
A required 80% passing grade will ensure your service manager was paying attention and learning new skills, and earned their BrandSource Service Manager Certification.
For more information on ISM and to register for the new BrandSource certification program, please click here.
AVB’s senior ServiceSource lead Paul MacDonald ran his own 38-tech service business and is a past president of the UASA. He currently operates the Expert Service Program, which helps servicers run their operations more efficiently and profitably. You can reach Paul at (647) 500-7785 or at paul.m.macdoanld@pmdgroup.ca.
