For your customers, the technical competence of the service technician is not the measure, but the natural prerequisite for satisfaction and recommendation.
 

The customer expects the technician to have comprehensive expertise in solving their user and user problems, which usually go beyond the technical side. He expects this in a competent dialog between technician and customer, especially in conflict situations and under stress.
 

He expects customer competence.
 

Customer competence distinguishes good service technicians from good technicians. You will develop this high level of social competence with this qualification.

The Mittweida University of Applied Sciences first certified the seminar concept itself and thus the submitting and executing training institute Martin Wiesend & Partner. The University of Applied Sciences took a critical look at the relevance of the content for the target group and, above all, at the extent to which the examination process precisely assesses the knowledge and relevant skills that correspond to the learning objectives.

The training and certification process then primarily assesses how well the participant is able to deal with typical (potentially critical and/or high-opportunity) situations in service appropriately, professionally and by applying what they have learned. This process is monitored by the examination board of the university of applied sciences.

The Customer Competence Technician qualification may only be carried out by authorized trainers from Martin Wiesend & Partner.

Our six-pillar concept to ensure quality and sustainability underlines the uniqueness of this qualification:
 

• For service professionals only. This is not an “everyone qualification”. The prerequisite is completed technical training or solid professional experience in technical service.
   
• Modular structure with practical test: It is difficult to test competence in service communication with a theoretical knowledge test. We also rely on a practical application or certification day on which everything learned is applied and tested in concrete situational tasks.
   
• Detailed feedback from the examiner with specific suggestions for improvement and further development for each participant.

Even experienced service technicians can learn a thing or two here: How to take preventative action, how to handle tricky service situations more easily, how to say the right thing and how to provide first-class service.
 

For the first time in Germany, the partnership between service training specialists and a university of applied sciences offers you, as a good practitioner, the opportunity to acquire a certificate from a public university of applied sciences for a specific further qualification in service, even without studying.
 

Do you want to develop your own standards of conduct for service in your company or do you already have them?
 

Then it is possible to integrate these standards into the certification. We will be happy to advise you on the specific possibilities.

Your planned employee training is not just about knowledge, but even more about practical action. You, as the client, rightly expect the investment to translate into practical behavior. Our proven implementation-oriented approach is the most important success factor here.

However, even the best training in the world cannot prevent the learning curve from falling back afterwards. That is why it is so important to draw up a plan in advance on how to maintain the learning and application effect.

With the planned seminar, we train your employees intensively and with direct reference to daily practice. However, the knowledge and skills acquired do not automatically remain at this level - the learning curve flattens out if no further impetus follows.

• Proof of practical application in everyday life through tasks to ensure learning sustainability. The successful everyday application of the content is documented over a certain period of time before the certificate is awarded.
   
• Certification by the university of applied sciences: Each participant receives a university of applied sciences certificate if they pass the examination and provide evidence of what they have learned through assessed practical reports.
   
• Trainers with many years of special practice in service training design the core module or training course to be intensive, varied and application-oriented. When imparting know-how, the focus is not only on the “what” and “how”, but also on the “who”.

• Two-day seminar on the core topic
   
• In-depth day: We recommend an interval of approx. 4 - 6 weeks to evaluate previous experience and work through specific cases. If desired, a 3-day block is also possible.
   
• 1 day video certification (intensification and practical examination): another approx. 4 - 6 weeks later.