QSC Service Technician Webinar Series – Creating Value
August 19, 2021 - October 28, 2021

QSC Members Only!

Registration is Open!

Due to overwhelming demand, QSC’s Service Technician Training webinars are now available to QSC member companies LIVE and IN PERSON once again!

Members can register at anytime for this series of six 30 to 40-minute webinars entitled "Creating Value” will be delivered by industry veteran Michael Dobkin (yes, Beth and Dan’s son!) and QSC Program Director Dave Chic.  Each session is highly interactive and will include tips, suggestions and best practices for how your most vital team members can provide value to your customers and to your company.

Offered at $599.00 per company (unlimited registrants) for all six live sessions, attendees will also receive a follow-up summary that will include key take-aways, items for implementation and a certificate of completion. 

These sessions will be recorded. All registered companies will receive a copy of the recorded sessions and "Tips to Remember" handout soon after the session has concluded.
Registered after August 19th? Not to worry, you will receive a copy of the recorded live session(s) and the handout(s) you have missed. You will also receive a Zoom invite to participate in the remaining live sessions. 
Have your Service Technicians start their day off right! These inspiring and motivational webinars will be offered at 7:30 a.m. in Pacific and Mountain time zones and 8:00 a.m. in the Eastern time zone.
Session Dates and Topics:
  • August 19 - "V.A.L.U.E."
  • September 2 - "Bringing Your Best"
  • September 16 - "Cultivating the Customer Relationship"
  • September 30 - "Words your Customers Hear"
  • October 14  - "Hear Ye, Hear Ye (Active Listening)"
  • October 28 - "Stop Telling, Start Teaching"
Step-by-step Registration Directions:

To register company (one individual)

  1. Click on “Register Individual
  2. Under Registrant Type click “QSC Member
  3. Scroll to bottom of page and see “Event Fees
  4. Select session in your time zone (Central may select Mountain or Eastern)
  5. Click “Total
  6. Click “Add to Cart
  7. Click “Check-Out
  8. Complete Payment Information
  9. Click “Continue
  10. Click “Submit Order
  11. Check out, pay and submit order

Upon completion you will receive a confirmation and receipt.  Your session leader will send you conference call access information.

To register company (multiple individuals):

  1. Click on “Register Group
  2. Click on “Registrant Type” and select “QSC Member
  3. Select Group – Your company name should appear here.  Click on company name.
  4. A button will appear “Add Group Registrant
  5. Click on the name of your first registrant (if staff members are not on the list, please notify Dawn Dalton dalton@naphcc.org)
  6. Scroll to bottom of page and see “Event Fees” – select “FIRST Registrant in your time zone at $599.00
  7. Click “Add Another Registrant
  8. Click on “Registrant Type” and select “QSC Member
  9. Select staff members who will be attending in the “Registrant name” area
  10. Under “Event Fees” select “QSC Service Technician Webinar Series – Creating Value  – Additional Registrants (same company)” (this will provide access to additional staff members at no cost)
  11. When completed click “Add to Group
  12. Review registrants and pricing
  13. When all attendees are registered, click “Add to Cart
  14. Check out, pay and submit order

Upon completion you will receive a confirmation and receipt.  Your session leader will send you conference call access information.


Cancellations and refunds for this series subscription will be considered on a case-by-case basis if received in writing before August 18, 2021.  A $75.00 processing fee will be applied.   No refunds will be offered for cancellations received after August 18, 2021.

Please send cancellation requests to dalton@naphcc.org

  • QSC Service Technician Webinar Series – Creating Value - Additional Registrants (same company)
  • QSC Service Technician Webinar Series – Creating Value - 7:30am PACIFIC First Registrant
  • QSC Service Technician Webinar Series – Creating Value - 7:30am MOUNTAIN First Registrant
  • QSC Service Technician Webinar Series – Creating Value - 8:00am EASTERN First Registrant

  • Sort by date:

August 19th, 2021


Learning Objectives:

*Understand what V.A.L.U.E. looks like in a relationship
*Identify various types of V.A.L.U.E. that compel people to buy
*Apply V.A.L.U.E. to communication

Session Type: Seminar

September 2nd, 2021

Bringing Your Best

Learning Objectives:

*Recognize the similarities in communication between internal and external customers
*Identify techniques that will help you bring your best every day
*Assess how bringing your best can achieve personal results

Session Type: Seminar

September 16th, 2021

Cultivating the Customer Relationship

Learning Objectives:

*Apply fundamental rapport building elements
*Demonstrate rapport building skills
*Recognize the value that good rapport provides
*Implement rapport building tools to ensure valuable customer participation

Session Type: Seminar

September 30th, 2021

Words Your Customers Hear

Learning Objectives:

*Know your audience
*Recognize words that inspire images and influence reactions
*Apply "art of communication" principles
*Eliminate "sales pitch subjectivity"
*Identify "instead" words

Session Type: Seminar

October 14th, 2021

Hear Ye, Hear Ye (Active Listening)

Learning Objectives:

*Define active listening
*Reveal why active listening is important
*Discover benefits of active listening
*Provide examples of active listening
*Communicate verbal and non-verbal signal of active listening
*Offer tips on becoming an active listener

Session Type: Seminar

October 28th, 2021

Stop Telling, Start Teaching

Learning Objectives:

*Determine what it means to educate your customers
*Establish why education is important to you and your customers
*Analyze why educating your customers creates value
*Identify what customer education looks and sounds like.
*Discover how to be more than just an order taker.

Session Type: Seminar
Dave Chic

Dave Chic, QSC Program Manager originally from “The Bluegrass State”, joined the QSC team in the fall of 2018. He brings with him a wealth of association management and customer service skills, having spent the entirety of his career in these fields. Dave is currently responsible for overseeing all QSC an CCA Enhanced Service Group activities and metrics, as well as the management of the QSC team.

  • Session Name: Words Your Customers Hear
    Role:   Trainer
Mike Dobkin

Born and raised in a blue-collar family, I grew up with an understanding that what we do with our hands is equally as important as what we do with our brains. Growing up with this mentality enabled me to not only carry on the family business, more than 3 generations of plumbers, but post-college graduation, simultaneously leverage my experience within the service industry to build an 11-year career in motivational speaking pertaining to growth, training and development for various fortune 500 corporations in California including Comcast, AT&T, Verizon, Lawrence Livermore Labs and many more. Still heavily active in corporate development and water heater repair, I bring a diverse perspective on customer service, branding, segmentation and value proposition ranging from small town mom-and-pop service industry ownership to large scale multi-million-dollar skills gap training innovation and support.

  • Session Name: Stop Telling, Start Teaching
    Role:   Trainer
  • Session Name: Bringing Your Best
    Role:   Trainer
  • Session Name: Hear Ye, Hear Ye (Active Listening)
    Role:   Trainer
  • Session Name: Cultivating the Customer Relationship
    Role:   Trainer
  • Session Name: V.A.L.U.E.
    Role:   Trainer