Welcome and thank you for subscribing to our training videos. These videos, along with the accompanying Video Playbook for Managers facilitators guide, have been designed to enable you to revisit and reinforce the key components of the Proactive Service® approach.
I want you to be able to get the most from these videos so, if you have any questions or would like to discuss any aspect of the videos or the Playbook, please contact me directly either by phone (416-254-2383) or by email. Please also contact me with any feedback you have to improve the videos or the Playbook and with your suggestions for additional video topics.
Thank you and best wishes on your journey to enthusiastically engage your field service team in helping your customer to be better off!
Jim Baston
1. How Customers Perceive Value
This How Customers Perceive Value video focuses on how customers evaluate the value & quality of service and how they judge the competence and trustworthiness of the service provider.
2. Effective Written Communication – Introduction
This Effective Written Communication – Introduction video shows how written communication influences our customers’ assessment of work quality and the competence of the field service professional.
3. Effective Written Communication – SMART Emails and Meeting Requests
This Effective Written Communication – SMART Emails and Meeting Requests video provides an approach to improve the value and effectiveness of emails and meeting requests.
Video #3: Effective Written Communication – SMART Emails and Meeting Requests from Jim Baston on Vimeo.
4. Effective Written Communication – Work Order Summaries
This Effective Written Communication – Work Order Summaries video provides a guide to writing effective work order summaries to communicate the quality of our work and also our competence as the field service professional.
5. Effective Written Communication – Field Quotes
This Effective Written Communication – Field Quotes video introduces an approach to writing field quotes to communicate the value of our recommendations and to help assure the customer of the benefits of taking action.
6. Customer Conversations – The Five Ps
This Customer Conversations – The 5 Ps Approach video provides a template called the 5Ps for making recommendations to customers that they will listen to and motivate them to take action.
7. Customer Conversations – Addressing Customer Resistance
This Customer Conversations – Addressing Customer Resistance video discusses the nature of customer resistance and why ignoring resistance can be detrimental to the customer. The video features an approach to professionally clarifying the reason for the customer’s resistance so that their concerns can be addressed it if it is appropriate.
8. Managing Emotional Situations – The CALM Approach
This Managing Emotional Customers – The CALM Approach video introduces an approach to interacting with customers when emotions run high. This builds on the customer’s trust and gains greater levels of cooperation.
Disclaimer: Please note that these videos are the property of Jim Baston and any unauthorized sharing of these videos is strictly prohibited.
