Front Line Service Technician Training Class - Anaheim, CA
October 23 - 24, 2019

Sponsored by PHCC Orange, Riverside and SB Counties
Instructor:  QSC Business Coach, Beth Dobkin
This all-new 2 day class will help you build a team of star technicians with the knowledge, skills and desire to create exceptional customer experiences, sell more, drive repeat business and create results.
This class will teach plumbing and HVAC service technicians the mindset, concepts and techniques they need to succeed.  The class is centered around QSC's Service Delivery System.  This is a highly interactive program with exercises, examples and role playing to help technicians hone their skills.

Key Topics

  • What is Success?
  • Mindset and Attitude
  • Brand and Value
  • Customer Experience
  • Customer Loyalty
  • Understanding Customer Needs
  • Overcoming Sales Objections
  • Being Persuasive
  • Upselling
QSC’s Service Delivery System
  • Establish the First Impression
    • Start your Day
    • Arrive and greet customer
  • Diagnose the Situation
    • Interview customer
    • Inspect site
    • Present menu of solutions
    • Obtain customer approval
  • Complete the Work
    • Prepare work environment
    • Carryout job
    • Cleanup work environment
  • Finalize the Experience
    • Present invoice and depart

Cancellation and Refund Policy: Cancellations on or before October 5, will be charged a $50 cancellation fee. NO REFUNDS for cancellations after October 5. Attendee substitutions are always permitted at no charge.


  • QSC Front Line Service Training Class - PHCC Member
  • QSC Front Line Service Training Class - Non Member
  • QSC Front Line Service Training Class - QSC Member
PHCC of Orange, Riverside & SB Counties
1158 N Gilbert ST
Anaheim CA 92801-1401
Location Website