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.
Blog Archives
4 Components of a Better Technician Work Order Resolution Description
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
5 Mistakes Service Companies Make Asking Technicians to Promote Services
Engaging technicians in promoting services is a focus of many service organizations today – and for good reason. A program of this nature can be a significant differentiator in a highly competitive environment. Technicians who use their expertise and knowledge to recommend products and services that help their customers achieve their goals provide tremendous value. They help their customers recognize that they are better off for having known them. And, a customer who recognizes this value in the relationship is very unlikely to take their business elsewhere.
How is Your Business Really Doing? – Part 2
My point here is that this scoring key can be useful to apply to these two questions about the quality of the Proactive Service® experience you are providing. It will clearly identify the percentage of respondents who will speak positively about you and potentially become “ambassadors” for your company as well as the percentage of those who will speak negatively about you. This helps you focus on both ends of the satisfaction spectrum and focus on minimizing the percentage of “detractors” while maximizing the percentage of “promoters”.
Tagged with: customer service expert, customer service management expert, customer service measurement, Frederick Reichheld, how to measure customer service, Proactive Service®, service technician training programs
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
How is Your Business Really Doing? Ask these 2 Questions
Whenever I speak on the subject of Proactive Service, invariably someone will ask me how do we really know how we are doing? I mention that there are several measures to consider. Higher sales and revenues, increased customer satisfaction and improved levels of customer retention are just a few to consider. However, if you really want to know how you are doing, here are 2 questions to ask your customers through your surveys and during face-to-face visits
Tagged with: customer service and business goals, customer service consultant, customer service expert, giving excellent customer service, how to evaluate business success, how to improve customer satisfaction, how to improve customer service, Jim Baston, Proactive
Posted in Business, Consulting Services, Education, Management, Service
Posted in Business, Consulting Services, Education, Management, Service
Empathy – I’ll Know it When I Feel it
I was reminded of the importance of small things that reflect empathy just last week and how it can make such an important difference. I was at my mother’s house when the HVAC technician arrived to check the air conditioning system before the weather got too hot. I answered the door to a bright, clean and friendly young man with a warm smile. Here are four little things that he did during the course of his work that demonstrated that he had empathy.
Tagged with: creating the customer service experience, customer service excellence, customer service expert, customer service training for service reps, how to increase customer service, service rep training, showing empathy in business, what is empathy
Posted in Business, Consulting Services, Management, Service
Posted in Business, Consulting Services, Management, Service
