Sub-zero about the critical form of effective learning for the experience of the client
Tyler verri, manager for customer strategies and installations in the sub-rice group, inc. sub-zero cove wolf conversations, with sarah about the most important role-playing learning studying in a positive client, experience. Due to the moment that sub-zero relies on third-party suppliers for service.
Sarah nicastro: we are mercy in the future podcast of the field service. I am your master, sarah nicastro. At today's podcast, we will discuss the criticality of effective learning from the client’s experience. I am currently welcoming the podcast, tyler verri, customer service manager and installation training at the sub-rice group. Tyler, welcome you to the podcast. Therefore, before we plunge into today's topic, tell our listeners a little about ourselves and your role in sub-zero.
Tyler verry: absolutely. Therefore, i am tyler verri, i was in sub-zero for no more than 14 years. Sub-zero group is the procurer of high-class decorated cooking, cooling and we recently got into the dishwashing goods. I really spent twelve years in this, managing various teams, and the last two years, which i actually engaged in the service of visitors if you mentioned as a strategy for study and installations.
sarah nicastro: yes. So, we caught up with you before, and i said: "wow, the transition from business to customer service is interesting." Let's figure out how you liked it? It is clear that my role in it expired, very focused on internal turns and the support of our concern and so i switched to the one where i support external partners and direct communication with current visitors. This was categorically welcomed, it changed, it forced me to expand my business and ordering, we are ready to go to retail chains, as representatives of mankind we support our products in this area. So extremely grateful for sub-zero and the opportunity to develop my leadership in various forms. Of course, this is an acceptable transition, but, in my previous role, i reached an 11 -year mark, not quite 12, and the time has come for a variety, therefore, it is time to try something else -and expand the horizons. So my priority to talk first of all is the structure of the installation and service business of sub-zero, because, i think, for russian listeners who understand how the owner make these rarities, will be required to compile a conversation that we have in our training, and what effective training provokes, and how training affects the quality of customer service. Using this, sub-zero, as for installation, as well as for service, you open affiliate programs for all functions. So, talk to our regulars through what this structure looks like.
Tyler verri: yes, right. Thus, the network is a little unique from the standpoint of using certified third parties to implement our installation and technology collection of our products. So, our service network is a little more determined than our installation, we have control, we pay to service companies if they carry out warranty work for our team, here they really narrowed this to specific service organizations in very large metro markets. The field and these people can accredit and a significant part of them make the only support for the sub-zero group brands. Our ultimate goal, fulfilling as a result and using 3 persons, we really want to make sure that home doors provide them with more than other strokes on the site in products, whether with the installation or point of view of services. Therefore, we are really trying to manage a majority of our business for all visitors through certified companies that we have on our network.
Sarah nicastro: good, good. Similarly, you use the third side as for installation, as well as for maintenance. And, talking with the service community, one of the slightest problems that we hear when it comes to the pros and cons of rely on conditional workers or third -party vacancies - is this really a loss of control over experience with visitors, right? Therefore, this has a tendency to be almost the most the most popular large fluctuations accepting this model. That is, in sub-zero, and in our role you especially rely on training in order to leave the quality of customer service. So i want to talk first, it is some of those aspects that, in your opinion, are based for effective training, which, therefore, help companies maintain part of this control. I think that for our organization, the main one, in order to create effective training - unfortunately, is the fact that we understand what are the needs of our partnerships, and ensuring that we create various learning genres for “hooking”.Therefore, not just the creation of something that is a site when we know, in our years, they are not able to sit in front of the computer and also do something. These are experts, they serve with their own hands, who always want to become practical. Therefore, make sure that, yes, there is a new content that remains a web base, attracts the film, but we also want to know that we are creating a practical curriculum, in addition to this, forcing critical thinking, catching what tools they are capable of the lever that we developed for them. The needs of their culture and identity are as well as their organization. The one that i find unique, we are a family company, the third generation and some of the firms with which we collaborated, they are very much like such a manner, they are smaller, but they are usually family, multi-popular companies, anyone has operators, anyone, from this position. So i really see that the connections of culture, which are connected in this way, and this really helps us in synergy.
Sarah nicastro: yes, this is especially important. And i think that what you have formulated, this balance between autonomy and uniformity is really what companies seek to achieve. And i think that this balance does not really apply to one companies that use third -party workers, but also in parallel to the company that have a really large geographical trace and have different divisions of their business, the regions of individual business, which traditionally worked quite independently. And since firms strive to really standardize the provision of the service, making them, either departments, or in this situation by partners, they know that we are not trying to control you, and people do not want to take away all this autonomy, in this regard, we want to comply with our customer experience , and we strive to provide a certain level of uniformity that people can have when they have sub-re-service, right? This is the most important balance. And i am curious, what are the ways that you, from the point of view of communication, are trying to find this balance? The field that said about what we do and how we do it, and make sure that we use literature on a recycle basis, how do representatives of humanity act and what do you need? Here they created an advisory council, which uses as maintenance, installation. We combine them as a group of peers, because, yes, they are usually two very separate enterprises from how they work. The service usually does not carry out installation and, again, the installation, never serves the services, but they ... Ultimately are the intention to provide consumers for this attribute and level the community from production almost to service, and that is why we will collect these communities and use them.
Tyler verry: how do we do it? As a rule, annually we have a partner summit. It is obvious that with the current climate in which we live, we had to think differently about how representatives of humanity will continue to participate and hope for this instant connection. However, this is very closely explained by our partners, and make sure that they understand what we are doing, we understand what they are creating, and how our employees continue to go in one and our own direction.
Sarah nicastro: it makes sense. So, you touched on the importance of the multi -format approach when the question reaches training. And for this reason, instead of the organization that thinks about given from the context of what many users consider to be the most simple and effective way for us to get this data, you really need to think about what, as you mentioned, is not everyone can learn however. Not anyone consumes information the same, so a multi -format approach is important. And also, as you said, you see the opportunity to use digital and video, practical and, when it is really individual. But we also spoke in improving the multi -format approach, you have three tracks of training where you are focused. So share with our listeners what these three tracks are and why they are important. Of course, as we watched, knowing that the local partners collect new employees, especially from the service, and installation companies, there are a turnover, there are pensions, there are many points that are amused by the changes and growth of such companies, and we wanted to assure that we see this kind of change. Because of this, when we saw how we unfold and develop training, we formed three tracks. Of course, we have electronic training, which is one of the first and i would say that our central track, it yourself, you go online, we are talking about the application of the requirement, you can get it as the owner needed and it was necessary and we usually structure them, then to be about 20 minutes of classes.In a similar way, you come in, a new employee can come, he can really find out about sub-zero, wolf, cove culture and go through a 20-minute training, lifting them to brands. Before they get into the technical weeds of everything, it is simple: "what am i supporting?" And from this level.
Tyler verri: the next training based on the region. We know that the withdrawal of technical specialists from the road, whether it is installation or services, it makes a profit from these organizations. They are not able to get out and earn money, for this reason we really wanted to provide a training format that limits their amount of time outside the road. Therefore, we developed regional training spaces in order to seriously comply with these main markets, where most of our partners, so that they can travel there, receive some of these practical ones. Especially understanding, from the regional basis, if we sell specific products in our market, we are ready to train specific for this. Not, everything gets everything because it is hardly successful from the point of view, if you do not see the product quite often, you spent the time of this applicant. , Immersion, which is factory training. Returning them to the sub-zero campus in madison, visconsin, plunged into the sub-zero culture. So this is usually multi -day training, it carries at least two days of travel to get here. Madison, not a large airport, so some of the problems that the travel positions are found, but for our visitors this is truly time to go here a week to get here. However, this is where, as soon as they entered these investments to the organization where they join, or were part of this for a significant amount of time, it is as usual in which place it is suitable, here you return to the factory and understand what we produce and need whether we do it.
Sarah nicastro: good, good. Therefore, i want to talk further, so what you cover in this training. Suppose you said, before we get to technical things, which, obviously, is important that they can be reliable in the provision that they provide, but before you get to that, you really want to go through the culture institution, sub-zero brand. And then there is a technical preparation and you and i also talked about the really difficult trick that you have today in training with soft skills. Therefore, tell the viewers about the main of these areas and what news you are trying to provide through training, and then, the second point, why this component of soft skills is so critical.
Tyler verri: absolutely a field yes, soft skills are a key component of client satisfaction. We noticed that this is not just a correction of the product in the client’s house, but also in our time, now you want to correct the client. They are disappointed, you undertake to step back and resell them why they made investments in the product they made. And these people are not sellers, but they must put on the seller’s hat in order to resold, in connection with which they buy it and the product is now fixed, but what we need to do when we move forward. So soft skills, for us, we did it and developed it at the regional level, and one of the objects that i wanted to strengthen was a sequence of how we launched it. So i actually spent a period of time, resting with our team for implementation and marketing, and actresses created a tracking track for their dealer network a couple of years ago. This training really turned him into primary skills to correspond to how people interact with our partners. And our employees are actually soon piloting with current companions and this is truly aligned, and therefore we have a seamless transition when the customer enters the exhibition hall, in what circumstances he wants to purchase our products, and after them they deal with the reseller , and then they work with the installer. And after necessity, they have the opportunity to work with the service provider and receive services, we want to make sure that this experience, being their third -party people, really correspond to the brand and the fact that we are turning the situation. Therefore, this was a great impetus for me, as we guarantee that continuity during the full process and the coordination of what they were told ahead of time and have complete confidence that it was agreed throughout this chain.
Sarah nicastro: so the continuity where you want, in any building from the exhibition hall to the dealer to the installation in the service, when you are afraid about it in the context of the client’s experience, what are many of the priorities from the perspective this experience of the client, through which you want to provide?What properties do you concentrate during your studies so that buyers experience similar manifestations from the exhibition hall to the dealer for installation in the service?
Tyler verri: for us, i think, this is focusing on luxury. Our equipment is sufficiently the way and be sure that we bind the whim, as well as the quality of our product. Now anyone with a laptop or technology will break at some point. So, where for us you have invested a tidy amount of finance, since we will assure you that you guess the investment, you know that the value of the product, but you understand the use and understanding and you understand the use and take care. What is the user, as the owner, it is necessary to do in order to maintain it in order to ensure that he works in proper condition and all functions and functions that are not in vain called part of the product? Because i believe that the betting is too great, that they lose sight of that "well, it cooks or holds things cold." Well, this is much more, and if you do not have everyone in an interesting undertaking process, continuing to advertise the effectiveness and functions, here the user begins to collapse: “well, it was truly important, but it holds things as cold, like my other refrigerator, on which i spent half the cost. "
Sarah nicastro: so when you think about the perspective of soft skills and let's take, for example, that some of the soft skills where you are focused so that when this person to get into the client’s house , they knew what they do x, y or z? Either do not take a, b or c, right? Well, for the course that we built, we really force them to do preliminary work even before they appear to appear in order to appear. Think about which of them there are experience that they wore as a client to truly put them in the sincere “like me, client, what did i expect?” And therefore, we will immerse them through such an exercise. And then, when they come on the site, it is ready to explain what their role is, and monitors you follow the example, asking specific questions, indicating the correct direction, and not: “well,“ well, “well,“ well, “well,“ well, “well,“ well, “well,“ well, “well,” this is not my business or i don’t wear ”i don’t know who sold it to you or gave you these advantages.” And they have a lot of knowledge about the network to say: “that's what i know, but i think that you need additional information. I can deliver you to the dealer or to the exhibition hall, where they can offer customers more hints, and techniques around how you do certain things. "Therefore, make sure they really have skills to break the visitor, so that they understand that they realize that they realize that there is a worldwide network of people who want to satisfy each of the needs that they have in the bottles, against: “well, this is my only i hope this specialist, then they did not give me what i need, so now i finished. "
Sarah nicastro: yes. This is an acceptable conversation that thinks about how important it is to arrange tasks in soft skills in training when you are a luxury brand, right? For this reason, i recently had a conversation with another brand of chic and i just spoke, from the point of view of the client’s service, if you sell premium products and send people on the site that is real, have literally with strong technical knowledge, but not polished . In how to present to the client, this will not give premium -class experience or white gloves that you want, so that such buyers receive, knowing that they made significant investments in your product. What is really important. https://subzero-cove-wolf.com/ I sincerely brainwashing that the correlation between some bright detail on soft skills and the way it affects the quality of customer service is important, whether it is premium production or there is not even more, correct if you are selling something like that. So this is required. And you also used the training management system to contribute to users to track and manage such circumstances training, so tell us a little about this and how it helps you?
Tyler verri: absolutely a field in this way, my amazing training team spent a year, developing and providing this system. By the way, we have already released it in march, and our company is already beginning to realize part of the cost of only speed, from where we are training today, and transfer it to our partners. Whether there are all three environments without exception that i mentioned: electronic workings, regional trainings, factory trainings, the ability to find out the risk and have such visibility for our partners, is crucial. For our masters, there is really a large part that we can get from this is a report about who made absolutely everything that and when, to the very level of individual technique.And we can cut and cut data in order to simply understand on the territory, whether we have trouble, with a specific product, whether we need to raise the degree of training, whether they attended training, but at this time there are problems with the completion of the first call, that we are happy to do what we should develop? We begin to notice, based on what the information tells us. In the distant past, it was a spreadsheet on the spreadsheet and manual operation, so for this it takes a huge amount of time. Now these are a few buttons, you press, you create reports, and you have the opportunity to provide them to