Plumbing and Mechanical

Nexstar Tech Receives Customer Service Certification

January 1, 2005
Jeffrey Vicknair, a technician with Stuart Services based in the greater New Orleans area, became the first of about 3,000 service technicians within the Nexstar Network to become fully certified in customer service. The training program helps techs better understand what their customers' expectations are, and how they can deliver a more comprehensive package of services.

Technicians start with a self-study program and develop a personalized approach to customer service. They document their customer satisfaction delivery skills through 30 service calls, of which their managers critiques on six on-site calls. Managers recommend techs and send in applications to Nexstar, which reviews them for certification.