LWS: Customer Service Balanced Scorecard (ENG)

In the service business we communicate with the marketplace in a variety of methods. We deal with various systems, manually and technologically. We have a responsibility to serve and retain customers while at the same time we have to make money for the business. This is a complicated business.

To assist us in managing the business and help us implement our company strategy we use a business tool that is called the “Balanced Scorecard.” The Balanced Scorecard was developed in the 1990s, designed for use in the planning and implementation of a company’s strategy. The scorecard looks at your business from four directions; finance, internal, innovation and customer. From this vantage point the company can develop a strategy as part of their operating plan.  These plans are meant to help a company achieve its goals.  If a plan cannot be agreed upon and effectively executed, a business cannot effectively reach its goals.

In this class, you will learn the ins and outs of this valuable tool, and the costs we pay in our business when we fail to execute our plans for success in our market.

LWS: Customer Service Buyer’s Needs (ENG)

A new reality continues in its approach.  By now everyone has been affected by “telemarketing,” your tele-selling future has gotten off to a successful start, and you have also learned how to handle the objections from the customers. You know all of the mechanics of selling. Now we need to make it easier for you by exposing the “buyer’s needs.”

The needs that the customer has in this transaction can stem from “ego satisfaction,” in other words knowing that they are making the right choice, to feeling that they are treated with respect. The sales person has to be sensitive to all of these various attributes and reasons which can underlie the buyer’s needs. But your customers also need your expertise and knowledge and experience. You are in a difficult position. In order to be able to satisfy the needs of the customer, you have to continue to keep yourself current on the product and Industry trends and competition. There is a lot to do.

This class deals with survey information obtained from the customers. If they are given a chance, customers will tell us what they need and want, and we then have to be in a position to deliver it.

LWS: Customer Service Campaigns and Promotions (ENG)

A new reality continues apace. Everyone by now has been affected by “telemarketing” and I trust your tele-selling life has had a successful start. But, even with the sales aspect of the job, it is hard to hold onto a performance edge: to stay motivated and excited. The job, over time, gets to be too much of a routine.

We need to generate excitement and energy in the department. We need to operate with regular campaigns and promotions. Something special needs to be going on all the time. To do this, we need to inject campaigns and promotion planning into our sales forecasts and annual budget plans. Campaigns and promotions have to become an integral part of the life in a parts business.

We provide a structure to the campaign and promotion activities with the use of a Promotion Planning Tree (PPT). The PPT provides a road map of activities, and a check list, to ensure that we get everything right. It allows everyone to be involved in the development of the campaigns and promotions so that there is understanding of what it is we are aiming to do. It allows vigorous debate in the development of the campaigns and promotions so that everyone is involved in the programs. It brings back the excitement to the job.

LWS: Customer Service Change (ENG)

Dealing with change is one of the biggest challenges we face in our lives. It will also be one of the largest challenges you face in creating value for customers and remain relevant in the supply chain. Jack Welsh is famous for saying “When the world around you is changing faster than you are…. the end is near.

Look around. Look what has happened in only just the past two decades; Cell Phones, Smart Appliances, Artificial Intelligence to name just a few. Look also at the changes in the equipment we support; computerization of componentry, telematics, etc. Now look at your business internally. What changes have you made in how you do things? This program covers all of these issues.

It is critical that we know how to lead through these periods of rapid change. We have to be able to communicate effectively. What are we doing? Why are we doing it? And how we get everyone committed to these changes is covered in detail in this comprehensive class.

Managers must understand how to engage their team, and lead the business, through change. You will learn how to effectively manage change, become consistent in identifying and resolving critical change issues and innovating in how you do the work and find new and different ways to grow is covered in detail. Don’t miss this important class.

LWS: Customer Service Customer Loyalty (ENG)

The ultimate measure of your service to customers is the loyalty that they give you with the business. That can be measured by customer retention. During the 1980’s Harvard Business School did the definitive research on this subject. That work was published in a book called the “Service profit Chain.” This is one of the foundations that is used in this class to show students the “how to” measure customer loyalty.

There is a direct correlation between employee satisfaction and loyalty and customer satisfaction and loyalty. This correlation is explored and explained in this program. Various surveys are exposed to measure employee satisfaction. This information provides recommendations for action.

The Construction Equipment Industry has conducted customer surveys every five years that asks customers about their buying habits. These surveys provided guidance to the dealers on what the percentage of defections would be in the Industry. This class provides a direct linkage that can be used on profitability related to customer retention by the parts business and the service business.

This Customer Loyalty class starts to address the retention measures to use when a customer is assigned to a specific employee. A customer assigned to a Product Support Salesmen has a retention goal, a customer loyalty goal, of 100%. The tools to perform this calculation are provided in this class.

LWS: Understanding AC and DC Currents (ENG)

This class introduces the fundamentals of Direct Current (DC) voltages and currents, providing the groundwork for understanding DC electrical systems in both theory and practice.

DC Voltage:
Unlike alternating current (AC), which varies in a sinusoidal pattern, DC voltage remains constant over time. This stability makes it especially well-suited for powering electronic devices, battery-operated equipment, and other applications requiring reliable energy.
DC Current (DC):
DC current flows consistently in a single direction, offering predictable and stable performance.

In this course, we will examine how DC current is generated, measured, and controlled, as well as its relationship to voltage and resistance through Ohm’s Law.

Key Concepts Covered:
• Ohm’s Law: Understanding the relationship between voltage, current, and resistance
• Kirchhoff’s Laws: Techniques for analyzing complex DC circuits
• Power in DC Circuits: Methods for calculating power dissipation and efficiency
• Series and Parallel Circuits: How components behave in different configurations

• Practical Applications: Real-world uses of DC systems, from power supplies to modern electronics

By the end of this class, you will have the ability to analyze and design DC circuits, applying these principles to a wide range of industrial and technological contexts.

HCC: Electrical Mastering Ohm’s Law (ENG)

In today’s technology-driven world, a solid grasp of electrical principles is essential for careers in engineering, electronics, and applied physics. This course on Ohm’s Law provides a critical foundation, offering a clear and structured exploration of the relationship between voltage, current, and resistance in electrical circuits.

Through the study of Ohm’s Law, participants will develop both strong analytical skills for troubleshooting and designing circuits, as well as a deeper understanding of how electrical systems function and interact.

Definition:
First introduced in the 1820s by German physicist Georg Simon Ohm, Ohm’s Law defines the relationship between voltage, current, and resistance. It remains a cornerstone of electrical engineering and physics, bridging theoretical concepts with practical applications in modern electronics.

HCC: Understanding Electrical Circuits and Drawings (ENG)

This class introduces the essential foundation of electrical drawings, which serve as vital tools for the design, documentation, and maintenance of electrical systems. These drawings provide graphical representations of components, connections, and configurations, allowing engineers,
technicians, and electricians to construct, interpret, and troubleshoot circuits effectively.

Electrical drawings are organized into four primary categories, each encompassing specialized technical diagrams tailored to specific applications. In this course, we will examine these categories in detail, exploring their purposes, defining features, and practical uses.

HCC: Understanding AC and DC Currents (ENG)

This class introduces the fundamentals of Direct Current (DC) voltages and currents, providing the groundwork for understanding DC electrical systems in both theory and practice.

DC Voltage:
Unlike alternating current (AC), which varies in a sinusoidal pattern, DC voltage remains constant over time. This stability makes it especially well-suited for powering electronic devices, battery-operated equipment, and other applications requiring reliable energy.
DC Current (DC):
DC current flows consistently in a single direction, offering predictable and stable performance.

In this course, we will examine how DC current is generated, measured, and controlled, as well as its relationship to voltage and resistance through Ohm’s Law.

Key Concepts Covered:
• Ohm’s Law: Understanding the relationship between voltage, current, and resistance
• Kirchhoff’s Laws: Techniques for analyzing complex DC circuits
• Power in DC Circuits: Methods for calculating power dissipation and efficiency
• Series and Parallel Circuits: How components behave in different configurations

• Practical Applications: Real-world uses of DC systems, from power supplies to modern electronics

By the end of this class, you will have the ability to analyze and design DC circuits, applying these principles to a wide range of industrial and technological contexts.

HCC: Electrical Safety in the Workplace (ENG)

Your participation in this class reflects a proactive commitment to workplace safety—an essential foundation for our collective well-being. The knowledge and skills you develop here will serve you throughout your career.

Safety is not a single achievement; it is a continuous practice that demands awareness, responsibility, and collaboration. A truly productive and positive work environment begins with prioritizing safety. Whether you are just entering the field or bringing years of experience, safety is more than a checklist of rules—it is a lasting dedication to creating a workplace where everyone feels protected and respected.

In this class, we will explore:

• The significance of safety in every aspect of work
• Core principles of risk management
• The critical role of communication and training
• Practical methods for identifying and mitigating potential hazards