Contractor Certification Series - Building High Performance Teams & Stellar Customer Service

What you’ll learn: 

Employees- 

Recruiting & retaining the best people 

Inspiring & effective leadership in the office and in the field 

Building a high-performance team 

Minimizing & managing conflict 

Measuring team success & giving constructive feedback 

Customers – 

Analyzing customers’ real needs 

Building strong customer relationships – the customer as partner, not adversary 

Developing a professional image 

Handling customer complaints, objections – recovering from poor service 

Coping with difficult customers

This is a Required Module for the AMC Certification Program 

Instructor: Bob Dusin

Bob grew up on a wheat and cattle farm in western Kansas and earned a degree in Civil

Engineering from Kansas State University. In the early part of his career he worked as a

Construction Project Manager, where he guided the construction of the world’s tallest concrete

building, the 70-story 311 South Wacker Drive in Chicago, Illinois. He has also co-owned a

construction company and served as the Human Resources and Training Director for a national

construction firm.

Leaving the corporate world 20 years ago, Bob started his own business focusing on training,

coaching, and facilitating leadership workshops for organizations nationwide. In addition to his

work in organizational leadership development and coaching, Bob is a keynote speaker and

presents at numerous seminars, conventions and expos, including World of Concrete, on a wide

range of performance and leadership topics.

Bob has performed as a professional improviser for over 25 years, having studied at the

Second City Players Workshops, and is also a professional voiceover and video actor. When he

is not working, he enjoys time with his wife Beth and their sons, Nick and Matt.