Gounter intelligence Learning without limits

ff,/ueN I ntnsr srARrED working in a building supply V V house, I underwent some extensive training. On my first day on the counter, the manager said, "Go ask that guy if you can help him." That was it. Training complete.

Things have changed since then. Today, most companies recognize the value of training. Almost all jobsregardless of the industry-require more and different skills than the jobs of the past. However, trying to decide on the best program for teaching those skills, from virtual classrooms to e-training to podcasts, not to mention all of the conventional training options, can seem downright overwhelming. But, all of the different channels of learning can easily fit into any of the following three categories:

Online Learning, or E-learning. Web-based, technology enabled training requires that your company have the infrastructure to support it. The biggest advantage to elearning is its around-the-clock availability. Learning can be broken down into smaller modules providing greater flexibility for individual learners.

Active Learning. Typically active learning refers to the traditional student-teacher roles. However, modern trainers present content that follows a more interactive learning design. Participants are interactive. They may work in pairs or form teams. Guided discussions, role-playing, and learning tournaments are examples of active learning.

Blended Learning. Blended learning combines formal learning tools with informal tools. This method of training mixes multiple media formats, such as streaming video, audio media, and Web-based tutorials, as well as hands-on

The 5 Core Customer Service Competencies

Communication - Understanding how to communicate using verbal and non-verbal techniques. Listening skills and interpreting body language, lngenuity - Anticipating customers' needs and exceeding their expectations.

Critical Thinking - ldentifying problems and developing quick solutions using creativity and logic, lssues include conflict resolution, negotiation, and troubleshooting.

Planning - Preparing, organizing and managing daily tasks and projects.

Teamwork - Constantly improving interpersonal skills; collaborating with co-workers.

experiences. The philosophy behind this method is that training should be a continuous process. In other words, learning moves out of the classroom and into the workplace.

Here's an example of how blended learning works. A branch manager wanted her team to internalize a customer service philosophy. She gathered her staff together and they shared personal stories about poor customer service they'd received from their own experiences. They analyzed each story to identify the areas of incompetence and discussed what the service reps could've done differently.

Next, the manager instructed each staff member to write a customer service slogan on a card. She collected all of the cards and read each one, and the group discussed them. Eventually, staff members collectively created their own customer slogan. In the process, they learned teamwork, initiative, creativity, empowerment and communication.

Customer service training needs to take place on two different disciplines. One discipline is about providing the technical information needed to sell products and services. The other focuses on the interaction with the customer. Both disciplines must be part of an ongoing learning program, so that staff members communicate a sense of competence and convey a helpful attitude to customers.

As a customer, when you go to a restaurant, a store, or any other retail business, you recognize the difference between a trained service rep and one that's been hired and told to "go help that person." It affects your overall perception of the company. You believe that a company that spends the time and money to train its employees must care about you as a customer. So it is with your customers. Don't fall into the old belief that customers have one set of expectations for retail and another, slightly-less-demanding set, for wholesale. In fact, along with the rise of big box building centers, your customers' expectations continue to climb.

If you want to thrive in this new decade, you're going to need to invest in a coherent training program for your company. Your customers deserve it. Now, go see if you can help that guy at the counter.

Mike Dandridge High Voltage Performance highvoltageperformance.com (254\ 624-6299 mikedan@mac.com

Composite Deck Tops Green List

Nyloboar.tl's NvloDcck conrl'rosite clecking made fnrnr rccyclcd calpcting has lrccn narne-cl one of Buildin-cGrccn's lop l0 grccn bLrildin-rr prorlucts ol'10 10.

Thc ninth annual listing is drar',n prit.narilr l'ronr ncu' rudrl il ions to ll Lr i ld i n-sGlecn' s GreenSpec proclr-rct cl i r.ector.v. Appnrxirnatcly ll30 proclucts \\'ere aclclecl to thc GrccnSpcc clutubusc rluring the past vear.

I)crhaps thc nrost unique winner is Arnolcl Glas' C)rnilLrr bircl-safc glass. The glazing matcrial hls u U\1-rel'lcctirc l)attcfn that is highly visible to bircls. 1'ct lllgcll trilnsl)urcnt to lrurrans. to help prevent bircl collisions.

Fivc prodr-rcts on the list slvc cncrg\: I)ittshurglr

Corning's Foarnglas cc-llLrlar glass irtsulution. I-cutuling ercellent compressive strcntth ancl no I'lanrc lclarclunts: Bcnsonu,ood OBPlus nrodular wall systcrn insLrlatcrl riith ccllulose: Wilo variablc-lrcquency-drive "snlrrt" pr.lnlps u'ith ECM rrotors: Hulton Hcut Rccovcry LJnit f or conlurercial kitchens. and Xicato LED Spot Modulc. ollcring [onglastir.rg. haloc.e n-cllibcr' light cprality. rvhilc Lrsing ntinimal electricitl'.

Rouncling olrl thc list arc Knoll's FSC-certificd officc ftrrrritrrre . Elcctcc's haloscn-l'rcc EZ-Wiring and EZCabling systcnrs. rLncl Niasara Conscrvation's Stcalth toilct.

Trex ThrowsContractors a Curve

'l'r'cx Co. has cnlclcd into a licensin-e agrccrnent uith Cr,rn,clt LLC. Castlc l{ock. Co.. to market a clcvice lbr hcat ing ancl bcncling conrpositc proclucts on thejobsitc.

Trcx CustornCurve bencls all varieties of Trcr prorlucts. ancl lcalurcs adjustablc legs to simplifi on-sitc lcvcling. 'l'hc li-uhtwe ight unit can be transportcd casilv bctuccn .jobsitcs ancl no specialized crew is recluilccl lirl ol'rclutirrn.

Specializing in quality

Southern Pine lumber with mills located in Mississippi and Ceorgia.

We provide a full product mix of 2x4 thru 2x12, small timbers, and len$hs up to 24 feet. All lumber is treakiliir, with anti-mold

HARDWOOD BOARDWALK: To replace its aging Harbonvalk. the h storic clty of Georgetown. S.C.. went for a modern look that wlll last for generations. The half-million-dollar renovation features ipe and the lpe Cllp hidden deck fastener system. "They opted to go with both for their strength and long-term durability,' said Christopher Shope, national sales manager for lpe Cl p Fastener Co 'The fasteners were also the smart choice for safety concerns. as there were nails sticking up everywhere."

Driver for Metal Roofing

Simpson Strong-Tie's Quik Drive BGP300 is designed for installation of metal roofing and siding. The auto-feed driver has multiple profile guides for installing collated fasteners. A locking depth control ensures proper fastener seal and prevents overdriving.

T STRONGTIE.COM

(800) 999-5099

Energy-Efficient Deck Lights

Energy-efficient LED deck lights from Trex combine beauty with safety. Compact for easy installation, the lights can be used on post caps, deck rails, risers, and in recessed areas. They can be built into the deck or retrofitted into an existing outdoor area.

T TREX.COM

(800) 289-8739

Dual-Sided Deck Boards

Wolf is now the exclusive distributor of CEVN dual-sided, dual-colored cellular PVC deck board produced by Inteplast Group.

Six complementary colors are offered, along with single-colored fascia and single-colored deck boards for stairs and other applications.

The entire line is engineered to provide traction and resist scratching.

I WOLFLEADER.COM

(87'7\ 315-6669

Itts a Wrap

Versawrap from Versatex offers a quicker way to wrap coIumns.

The one-piece PVC cladding eliminates the need for field cutting and mitering; just apply PVC glue to the joints.

Lengths of 8'6" and 10' are available for both 4x4 and 6x6 posts.

T VERSATEX.COM

(724\ 851 -l | | |

Golor-Matched Deck Fasteners

Timbertech's TOPLoc deck and fascia fasteners are colormatched with the company's decking products.

A tri-lobular design reduces compression within the board, while an undercut head has three annular rings to eliminate mushrooming.

Fascia packs contain 100 fasteners, while face fasteners come in 100- and 500-sq. ft. packs.

T TIMBERTECH.COM

(800) 307-7780