Team Member's Trip to Success Group International Training
Posted on October 30, 2015 at 9:20 AM by Dawn Gee
Bakeris Roofing is a member of Success Group International (SGI), which has regular gatherings for different trades such as HVAC, plumbing, electrical, and roofing. Under SGI, we’re part of Roofing Success International (RSI). RSI offers insight into how to successfully run these types of businesses, and they offer training for customer support representatives and repair technicians. They even have executive classes for management and company owners.
Jeff and Dawn gave me the opportunity to go to SGI’s training in St. Louis recently. There I attended a two-day class in regard to mastering the art of the telephone and dispatching. At Bakeris Roofing, this means being able to field questions from clients and making sure that we’re able to take care of them with the proper enthusiasm and tone of voice. On top of that, we have to be able to deal with a hectic schedule (which can sometimes happen, depending on the circumstances).
The second class I attended was in regard to lead coordination. This class covered the ability to field leads, qualify a lead, and follow up on a lead. A large portion of the knowledge I took back from the classes was empowerment. While on a phone call, interaction can be difficult because you don’t have eye contact with the other person. It’s not possible to use their expression or body language to determine their frame of mind. This is why I am very empowered to use my communication skills to assist customers at Bakeris Roofing.
The training at St. Louis gave us all a chance to interact with others who face similar challenges on a daily basis. We were able to network with other customer care representatives from across the country. In addition, there were even people attending our class who aren’t customer care representatives. Some of them were in different fields, but there were quite a few in the same field as us. There were people in management, or even owners of the company. They were able to offer a unique perspective on the situation. We were able to collaborate on effective strategies, processes, and policies.
Overall, the classes at SGI allowed us all to gain some knowledge from others who have very familiar experiences. The opportunity for collaboration is a key takeaway from the training as well.
To learn more about SGI or how the team at Bakeris Roofing strives to constantly train to be the best, give us a call at (515) 967-8199.