MATHESON and Miller Electric Mfg. Co. began a series of webinars designed by merging best practices of high performing customer service people with curriculum developed by Fox Valley Technical College (FVTC),Appleton, Wisconsin.
The training program is part of MATHESON’s and Miller’s commitment to continuously improve customer service and to respond to the increasing support needs of the competitive welding distributor market place. The unique webinar-based training technology will enhance critical customer focus skills in the areas of adapting to change, creating a positive communication culture, and working collaboratively in teams.
Dennis Gerrits, Miller Regional Sales Manager states, “Using webinar technology, we’ll be providing MATHESON personnel with customer service training to augment their current programs and in support of their core value of intensive customer focus. We will train together for an hour at a time, virtually, in 50 locations, and then resume our normal work activities. This would be impossible without webinar technology.”
According to Mark Blakely, Zone Vice President, MATHESON, “MATHESON believes that ongoing training of our employees is an important aspect of our commitment to continuous improvement, and is one of the things that sets us apart in a busy marketplace. Our collaboration with Miller and FVTC will complement our own internal training, and help to further the skills, capabilities, and expertise of our Customer Service team, especially related to Miller products and technology.”
Miller Training Systems is dedicated to training its distribution network to be the best in the industry. Miller views training as a tool that increases profitability by making the distributor the “go to” organisation to solve the welder’s everyday needs. Through a close working relationship with FVTC, Miller Training Systems has expanded the capacity and scope of their services. Paul Cleveland, Manager Distributor Training for Miller, said that FVTC is able to develop or adapt curriculum to fit the needs of Miller and MATHESON. “We use FVTC to help us leverage the technology we need, such as helping to put Miller content on-line. For customer service, we’re using FVTC’s Critical Core Communications Skills content, adapting it to MATHESON’s requirements, and delivering it as a webinar.”