11/07/2018-Transition from Field to Office

This class will focus of the transition from the field to the office for service techs. Attendees will review the duties of all the office positions and the skills it will take to be successful. This class will utilize lecture, small group discussion, roll plays and real-life situations to help the participants understand the challenges that most service groups have. We will review the following topics:

• Complete overview of a typical service office environment
• Expectations of all the key positions in a service office
• Leadership and management, what is the difference
• Communication and the importance as a service leader      
• Customer Service Internal and External
• Goal Setting
• Time Management
• Relationships and their importance
• Managing Conflict
• Coaching and Mentoring
• Performance Reviews
• Understanding the financial side of business
• Motivation
• Creating a Great Service Attitude with your team

Attendees will use case studies and work as teams to resolve real life challenges that can happen in a typical service office. This will be a full day of service focus and understanding what it takes to be successful in the service environment.


About the Instructor:

Woody Woodall is the managing principal of Customer Focused Solutions, Inc., an organization he founded to assist contractors, associations and businesses achieve their strategic goals. After a long and distinguished career in the mechanical contracting industry, Woody saw a need for more education, collaboration, and operational support. His innovative approach to cutting-edge processes and sales have taken customer service teams from average to best in class. Woody started as a steamfitter with Local 602 in the Washington D.C. region, and after completing his apprenticeship, went on to become an instructor for the Union Apprentice Program. Through his passion for teaching, he has since become a consistent speaker with the Mechanical Service Contractors Association (MSCA) and was instrumental in developing many other educational offerings, including the HVAC 101 program and the Sales Institute. Woody has led the national MSCA Education Committee, creating key programming for the annual conference and events, and has served as the National Chairman of the MSCA where he received the D.S. O’Brian Award of Excellence for his leadership and outstanding contributions to the industry.  But his most prized award was being nominated by his children and then awarded “All-Star Dad” by the National Father’s Day Counsel in partnership with GQ Magazine. Woody has retired from the day-to-day mechanical service business and is now focused full-time on designing collaborative and dynamic programs for service-centric businesses through Customer Focused Solutions, Inc.