Course Description

Service Technician Training & Development 201 is an advanced training program led by Russ Horrocks that equips service technicians with the communication, mindset, and customer experience skills needed to consistently deliver exceptional service. Through the proven Perfect Service Call framework, technicians learn how to build trust, communicate effectively with different customer personalities, uncover customer values, present solutions and options with confidence, and create lasting customer relationships. The course also emphasizes personal growth, professional branding, service agreements, replacement options, and a structured approach to every service call, helping technicians combine technical expertise with world-class customer service to improve customer satisfaction, business results, and long-term career success.