In step 5 of our previous blog, we talked about following up on opportunities. The 6th and final step in creating a Proactive Service® culture within your service team is to provide coaching and support. If we want to see…
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Step 6 of a Proactive Service® Culture – Coach and Support
Tagged with: coaching expert, customer service consultant, customer service expert, how to coach and support tech staff, how to improve customer service, improving customer service, Jim Baston, proactive service culture, Proactive Service®, service manager trainiing, service tech training
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Step 5 of a Proactive Service® Culture – Follow Up on Opportunities
Of course, the customer was angry and the technician was put in an uncomfortable position because of inaction on the part of the salesperson, but the problem would have been avoided altogether if the technician just took a moment to inquire with the customer whether they had given any more thought to the matter.
Tagged with: customer management expert, customer service, customer service expert, customer service tech training, how to improve customer satisfaction, how to provide great customer service, improving customer service experience, Jim Baston, service tech coaching and support, service technician sales
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Step 4 of a Proactive Service® Culture – A Clear Opportunity Process
The technician had found a problem with a key piece of equipment and recommended to the customer that it be replaced as soon as possible. The customer asked the technician to have someone get in touch with him with pricing and installation information for the replacement. The technician reported the opportunity on the work order along with the request for a follow-up call by the salesperson responsible for the account. Unknown to the service tech, the information did not get to the salesperson and no one followed up.
Tagged with: bettering customer relationships, customer management expert, customer service consultant, customer service expert, how to provide great customer service, improving customer service experience, Proactive Service®, service tech sales training, service technician sales, service techs and selling, technical service training
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Continuous Educational Opportunities – 3rd Step in Creating a Proactive Service® Culture
We then ask the technicians, “How many of you know enough about all of the services and products that your company offers to have a high-level conversation with your customers about what you do?” Several, if not all of the technicians typically will indicate that they are not aware of all of the products or services offered. We then ask, “If you were more aware and were able to carry on that high-level conversation to explore if the customer could benefit from the product or service, do you think that you would be of more value to that customer?” The answer is invariably “Yes!” “So what are you prepared to do about it?” is our challenge.
Tagged with: customer service expert, customer service manager training, customer service tech training, how to improve customer service, how to train service techs, Jim Baston, proactive service culture, Proactive Service®, service technician training, training field service teams, training service techs
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Step 2 in Creating Proactive Service® – Knowing Customers’ Business Goals
The second step to creating a Proactive Service focus for your field service team is to encourage them to get to know your customers’ business goals. At first glance this may seem a bit off of the beaten path of the technical nature of their job, but it is critical in providing a higher level of service. A technician who understands the business goals and challenges faced by the customer will be attuned to opportunities to help their customers achieve them.
Tagged with: customer management expert, customer service and business goals, customer service expert, customer service role in business, improving customer relationships, improving customer service experience, Jim Baston, service tech sales training, service technician training, technical service training
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
