But this view may just be what is limiting performance and results. When we think of service as a distinct activity and look to “move our technicians towards the right” on our chart, we tend to see selling as an activity that is an “add on” to what our technicians are doing now (service) and not part of the service itself. This can result in a “while you’re there” perspective as in, “While you’re there, keep your eyes open for other things that we can sell to the customer.” It is this viewpoint that can limit the potential of our initiative and may even erode the relationship with the customer.
Blog Archives
Technician Sales Training – Inverse Relationship Between Trust and Technique
Training for technicians that is singularly focused on sales technique also fails to adequately take into account that success will also be dependent upon whether the technician sees this business development role as part of their responsibility. If technicians don’t recognize that the conversations with customers about how their services can help them is an integral part of the service they provide – as important as their ability to repair and maintain equipment – then they will be less likely to engage in this behaviour. In addition, if they focus on technique at the expense of building trust, they might be perceived as merely selling and lose the trust advantage they had in the first place.
Technician Service Challenges – How to Keep a Customer
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”.
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
