UASA 2015 Regional Service Training Institute (RSTI) and Institute of Service Management (ISM)

By UASA Training Committee

United Servicers Association’s Regional Service Training Institute (RSTI) is gearing up to deliver another year of excellent classroom and hands-on technical training on a variety of appliances and brands, as well as a program of customer service skills at every level to help improve your organization’s bottom line. This year we are changing our training focus to concentrate on your appliances business’ office staff and service technicians. This means that along with our usual lineup of technical training, the RSTI training will include every aspect of the customer service delivery process, including communication with the customers (soft skills). We’ll cover front line marketing, managing your time, perfecting your inventory in order to improve First Call Completes, answering the phones, effective CSR interaction with the customer, technician/customer interaction from beginning to end including price presentation for a repair, and everything in between. You’ll have the freedom to send any of your employees to a RSTI this year with our new focus on staff training.

In order to meet the growing demands from owners and managers of service companies for more intensive training, beginning Fall 2015, we will be offering a brand new business training event called the Institute of Service Management (ISM). ISM will be an extreme one-day business training program designed to sharpen your skills in all aspects of managing a service business. Our expert instructors will cover a wide range of topics including developing a growth strategy for your business, designing a marketing plan that includes branding, internet and social media, managing online reviews, technology overview, a cost of doing business workshop, the importance of customer surveys, improving customer relationships at every level, the nuts and bolts of inventory management, First Call Completes and much more.

The ISM events will be offered in at least four locations across the UASA with easy driving and airport access. We will limit attendance to allow for the highest degree of participation from attendees. Keep watching for dates and locations as we continue to arrange and set our 2015 schedule for these two training opportunities.


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United Appliance Servicers Association