Wednesday, 13 March 2019 19:00

ASA Bonus Webinar Features Jeff Peevy of AMi

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Two key factors that increase employee engagement are encouragement of one’s development by someone else at work and opportunities at work to learn and grow within the past year.


Peevy stated, “Even if employees complain about training, they recognize that it is a sign that you value them and see their potential. Do yourselves and your employees a service by focusing on some soft skills training.”


Peevy emphasized that dissatisfied customers directly tell at least nine people about their experience. He shared that according to Genesys Global Services, 78 percent of customers say competent customer service staff members are more responsible for their positive experiences because they listened and communicated well.


He stated, “You may not have dedicated staff members that are solely customer-facing, but we all benefit when we calibrate better communication with our customers.


“Engaged employees are the most productive, make the least mistakes, don’t steal, take the least sick days, stay the longest and make customers happy. Engagement requires good management, ongoing professional development and ‘soft’ skills. Soft skills training and development go beyond the workplace and help us at home. The majority of the collision repair industry does not focus on soft skills, but training and developing non-technical soft skills is the next level of competitive advantage.”


Before taking questions from attendees, Peevy explained that AMi can help by offering a path to professional development for an entire staff. AMi courses provide structured, relevant educational tracks in various formats.


“All of this provides hopes for employees,” he said. “It gives them the sense that they’re growing professionally and that you, as a business, are concerned with their growth. People stay at their jobs longer if their employers invest in their development.”


For more information on AMi and its course catalog, visit amionline.org. ASA’s next Webinar Wednesday will be held on March 20 at 1 p.m. EST and will feature ASA Washington D.C. Representative Bob Redding. For more information on ASA, visit asashop.org.

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