Education Session

How Do I Run My Service Department
Thursday, June 15, 2017 09:30AM - 10:45AM

Delivering top-notch customer service profitably should not be an oxymoron. It’s an opportunity to make good on your brand promise with your friendliest, most well-trained and helpful people. The key is to understand your role as manager and how you balance the expectations of serving your customer base and financial goals of the organization. In this session, you’ll learn:
  • How to routinely assess your service effectiveness
  • Hard and soft skills vital to service training
  • Customer service tips that lead to referrals, retention and results
  • How to route service techs effectively to produce happier employees and customers



Robert Grove
Robert Grove, Director of Field Operations and Training with Select Security is a recognized leader in the security industry. Possessing extensive knowledge and experience with intrusion, fire alarms, and remote monitoring, he has also been charged with supervising Select University, Select Security’s company training initiative for customers and internal personnel. Robert has proved his expertise in a multitude of specialties including VMS solutions, VSaaS, and Managed Access, placing him in an invaluable position to the company.

Robert joined Select Security in 2000 and since has been fearless in his mission to maintain a solutions-based attitude, encouraging his team to take ownership of their work as a means of implementing the change they desire. Numerous OEM certifications and personal experience performing the job functions of those he supervises has qualified Robert to consult with trade schools on how to better prepare their graduates for the real world application of their educations.

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"ESX is the best way in the industry to network with peers to grow your business."
— Jamie Vos | Security Solutions NW | WA
"ESX is the best show in the security industry to learn new ways to grow my business and to network with people who are very knowledgeable and passionate about what we do."
— Jacob Engel | Strauss Security Solutions | IA
"I was challenged to think outside the box. Seminars were inspiring and made me think about the future of our business in a proactive way."
— John Yohe | Security Unlimited Professionals | OH
"We had breakfast with a new intercom provider — and we quoted it the first day back to the office."
— Chris Gilbert | Security Pros, LLC | KY
"I enjoyed the interactions I was able to have with other owners at ESX. It seems like everyone has the same problems!"
— Agnes Albright | Security Alarm Corporation | FL
"The speakers and education programming as a whole were top notch. If you didn’t attend — you missed out."
— LJ Lynes | Stanley Security | MS
"As a business owner and the sales manager, time away from my day-to-day operations is expensive — but the insight, education, connections, and business intelligence gleaned from my time at ESX was priceless."
— Sofia Aguilar | A-1 Security | CO
"You can get what you want out of this show. There’s been a lot of great ideas gained from ESX."
— Dee Ann Harn, RFI Enterprises, CEO | CA

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