The next and final webinar in the CMCEF Webinar Series Transforming the Service Experience is called Maintaining the Service Experience (Tuesday, February 26th, 2013). This webinar will focus on our role as managers to motivate and support our technicians to create and maintain momentum for change.
Blog Archives
CMCEF Webinar Series – Part 3 Maintaining the Service Experience
Tagged with: 5 keys to sucess for service technicians, Canadian Mechanical Contracting Education Foundation, CMCEF Webinar Series Part 3, customer service consultant, customer service expert, customer service webinar, how to increase customer service satisfaction, how to maintain excellent customer service, how to provide great customer service, Jim Baston, Maintaining the customer experience, technical service excellence expert
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Transform the Service Experience through Assurance
Assurance can be defined as confidence or certainty in one’s abilities. This confidence in us comes when the customer believes that they are getting excellent service and advice and that they are in the best of hands. The interesting point here is that most customers have no way or really knowing if they are truly in the best of hands and receiving excellent service and advice. They really don’t know if our technicians are technically better than our competitors or if the advice we are providing is the best they can expect from anyone. Because most customers cannot truly assess these things, they look for tangible evidence that gives them clues.
Tagged with: bettering customer experience, bettering customer relationships, customer service expert, developing custome service relationships, how to increase customer service satisfaction, Jim Baston, service manager expert, transforming the customer experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Transform the Service Experience through Reliability
An excellent way to achieve this is to consider each dimension of service quality – in this case Reliability – and define specifically how we will deliver it in a “tangible” way through every customer touch point. We can then assemble representatives from our company stakeholders – technicians, dispatch, sales, management, accounting, administration, and so on, and hold a brainstorming meeting to identify specific steps which can be taken within the context of communicating our reliability.
Tagged with: communicating customer service reliability, customer management expert, customer service consultant, customer service expert, how to provide excellent customer service, Jim Baston, Service quality Rater model, transforming the customer experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Stop Maintaining Your Mechanical/Electrical Equipment
Yet, what are we doing for the technician to help them to “maintain” this high level of interpersonal performance? What have we done to provide them with the critical people skills needed to excel? What tools and techniques have we given them to interact well with our customers and to handle the challenges of interpersonal relationships while working under pressure – sometimes extreme? What efforts have we made to eliminate processes and policies that detract them from providing exceptional customer service?
Tagged with: customer service expert, customer service role in business, how to provide excellent customer service, improve service tech performance, interpersonal performance, Jim Baston, service tech sales training, 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
