So what do I mean by business promotion as a service? Our technicians are in a unique position. They understand the technologies they work with and generally are very up to date. They understand our company’s capabilities and how that technology can be applied for best results. They have a relationship with the customer that is generally based on high levels of trust. They can see how the customer is using the technology and likely have some insight into the goals and challenges the customer is facing. From that unique position, who better than our technicians to make recommendations for products and services that can help the customer be better off?
Blog Archives
Too Much Focus on “Upselling”? A Cautionary Tale
I suspect that she acted this way because she has been trained to. No doubt she has been sent on a course on how to upsell the customer whenever possible. Whether it is to buy additional insurance coverage, rent a GPS or upgrade to a larger model of vehicle, this person likely gets a commission for each upgrade sold. It appears however that the rental company neglected to explain to their staff that the reason for offering the upgrade is to enhance the customer experience, not for the purpose of earning a commission. Unfortunately for this rental company, this clerk appears to have lost sight of her role. Apparently she no longer sees the customer as someone to serve, but rather an opportunity to increase her compensation.
Tagged with: customer service expert, how to improve customer service, Jim Baston, service provider training, service staff training
Posted in Business, Customer Service
Posted in Business, Customer Service
5 Steps to a Service Experience that is Beyond Great
I’m often asked how to enthusiastically engage technicians in business promotion to create a service experience like the one I describe in my book, Beyond GREAT SERVICE, The Technician’s Role in Proactive Business Growth. In answer to this question, here is a summary of the 5 Steps to a service experience that is beyond great.
Tagged with: bettering customer service, customer service assessment tool, customer service technician training expert, customer service technician training programs, customer service training, customer service training expert, how to improve customer service, Jim Baston, Proactive Service®, Proactive Service® Workshop, service technician training expert, service technician training programs
Posted in Business, Customer Service, Service Tech Training
Posted in Business, Customer Service, Service Tech Training
A Tale of 2 Auto Mechanics – Which One Would you Prefer?
Like us, our customers are in competitive industries and are struggling for a business edge. They want more than just good customer service that makes them feel good. They want GREAT customer service that also helps them gain a competitive advantage. The tale of 2 auto mechanics below, is indicative of the choice we have as service providers. Which one would you prefer?
I-CARE – 5 Steps to Work Orders that Shout “Value”
When I have the opportunity to speak with service managers, one of the discussion points that inevitably comes up is about the quality of the work order summaries written by their service technicians. It seems that in many organizations, the quality of the written summaries of work is all over the map – from very poor to excellent. When I ask if they have clear and simple guidelines to help their busy technicians to consistently write well, they often admit that those guidelines are still on the “to do” list.
Tagged with: 5 keys to sucess for service technicians, bettering customer service experience, business development using service technicans, customer service expert, customer service tech work order template, Jim Baston, Proactive Service®, service tech work order forms, work order sample
Posted in Business, Customer Service, Service Tech Training
Posted in Business, Customer Service, Service Tech Training
