Aug 09, 2010

WQA Launches New Year-Round Webinar Program

Focus of first sessions will be customer service and creating sales

WQA members will now be able to “send” their employees to first-rate, dynamic training sessions throughout the year under a new webinar program the association is announcing.

“With just a small block of time, employees will be learning practical strategies, brushing up on crucial sales, customer service, technical skills and earning WQA re-certification credit,” said Tanya Lubner, WQA director of education and certification. “These sessions are anything but death-by-PowerPoint. They’re an interactive classroom employing the methods by which adults learn best.”

WQA has held several webinar sessions during the summer on technical topics specific to installation and service. The success of the presentations has led to the decision to make webinar-based offerings

The first sessions in the year-round program are a follow up to the technical sessions for service personnel and will be aimed at helping service personnel resolve difficult customer service issues>
• 1. Turning Around the Difficult Customer: An interactive discussion of examples from service personnel and strategies for resolving the conflicts. Thursday, Sept. 9, 11 a.m. EDT/8 a.m. PDT; and

• 2. Convert the Service Call into Additional Business: Simple, consultative, no-pressure techniques that service personnel can use to add to their company’s and their own bottom line, presented in an interactive format. Thursday, Sept. 23, 11 a.m. EDT/8 a.m. PDT. Both sessions will be presented by David Scurlock of Direct Professional Services Inc.

Additional technical and business sessions will follow. Space is limited and pre-registration is required. WQA webinars feature live instruction and interactive opportunities, so those participating have an engaging and memorable experience.

“We’ve built the sessions to be conducive to group training, but also to give ‘lone’ students the advantages and feeling of learning in a group,” Lubner said.

Webinars are also archived, so they can be used at times convenient to the learner.

Lubner said studies have shown that investment in employee training reduces errors in the field, improves employee motivation and loyalty and increases productivity. The WQA webinar program has been developed with the help of the research on how adult learners are best taught and motivated.

Additional details, an updated webinar schedule and archived webinars are available at