What made him angry was the fact that the same technician was back at his office to do routine maintenance at least two or three times between the initial recommendation and the failure. “Not once in all those times did the technician remind me of this looming problem. Had he only mentioned this to me, it all could have been avoided”.
Blog Archives
5 Questions to Help you Evaluate How Proactive your Service Team Is
In our experience in working with service firms, many have found it helpful to use our ‘How Proactive is Your Service Team Checklist’ to regularly analyze their performance against key measures. It helps them focus on what matters most in an industry that is easily distracted by the demands of the day-to-day realities of the business. The complete Checklist consists of 15 key questions.
Tagged with: customer service expert California, customer service expert Canada, evaluate service team performance checklist, evaluation tool for service techs, Jim Baston, Proactive service team checklist, service team checklist, service technician checklist
Posted in Business, Consulting Services, Education, Management, Service
Posted in Business, Consulting Services, Education, Management, Service
4 Components of a Better Technician Work Order Resolution Description
Frustrated by the poor quality of the information provided by your technicians on work orders? The importance of the quality of the work order resolution description is often overlooked. The fact is the quality of this information is very important! Below are 4, easily remembered components that your technicians can include to better communicate the value of the work they have performed. The four components are captured using the acronym CARE.
Tagged with: bettering customer service experience, customer service tech training, customer service tech training expert, customer service tech work order template, customer service training expert, improving customer service experience, Jim Baston, service management training expert
Posted in Business, Consulting Services, Management, Service
Posted in Business, Consulting Services, Management, Service
You Said “Two” – The Importance of a Good First Impression
“You said ‘two’.” These were the three simple words she spoke to me and they set the tone for our business relationship and a lasting first impression. As I write this, it is early on a Sunday morning in Vancouver. I am staying at a downtown hotel and reviewing the details of a workshop that I am delivering to a group of technicians on Monday. I had decided to take a break and walk a couple of blocks to get some fresh air and cup of coffee.
Spontaneous Empathy – Addressing Concerns Before the Customer Raises Them
It got me to thinking that in the technical service business, circumstances beyond our control often occur to cause us to deliver less than ideal service. A serious traffic delay on a major road or a severe winter storm preventing the delivery of the needed part are just two examples. When those things occur, are our field service teams, dispatchers and other front line staff trained and ready to demonstrate “spontaneous” empathy? Are they aware that, although they may not be responsible for the circumstances that have caused the problem, they are responsible for the ongoing customer experience? Do they know how to communicate this through their words and actions?
