When I managed a service business several years ago, we introduced a new initiative where we wanted to stress the importance that we in management had in ensuring the success of the project and we adopted the motto “If it…
Blog Archives
6 Steps to Support Your Technicians in Making Beneficial Recommendations to Customers
Tagged with: 6 steps to help support your technicians to make beneficial recommendations to customeres, customer management expert, customer service expert, how to provide excellent customer service, how to support technicians to make recommendations to customers, Jim Baston, management team training, management training, proactive recommendations to customers, service tech training expert, service technician training programs
Posted in Business, Customer Service, Education, Management, Service Tech Training
Posted in Business, Customer Service, Education, Management, Service Tech Training
BYOB Service – The Competitive Edge
I don’t need to tell you that field service is a competitive business and getting more so with each passing day. Customers are more knowledgeable and demanding, competitors are innovative and tough, and the great things you do for your customers are often overlooked. It’s time to bring BYOB service to your customers and gain the competitive edge. BYOB stands for “Bring Your Own Brains” and the service company that offers this service, encourages their technicians to bring their heads as well as their hands when providing a service for a customer.
Tagged with: bettering customer relationships, BYOB Bring Your Own Brains, customer management expert, customer service expert, customer service tech training expert, improving customer relationships, Jim Baston, service technician training programs
Posted in Business, Consulting Services, Customer Service, Management, Service Tech Training
Posted in Business, Consulting Services, Customer Service, Management, Service Tech Training
Do Your Techs Promote your Services? Why not Tell your Customers?
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?
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
