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.
Blog Archives
BYOB Service – The Competitive Edge
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
6 Ways to Get the Most out of Training your Team
Let your team do most of the talking. In our enthusiasm, it is easy to get carried away and do most of the talking. We sometimes feel as if we should know all the answers and, as a result, we jump in too quickly to fill in the blanks. When the team looks to you for the “right” answer, turn the question back to them. For example, you might say something like: “You experience this sort of thing first hand, what do you think we should do in this situation?’
The Difference Between Losing a Sale and Losing a Customer
This incident brought to focus the difference between losing a sale and losing a customer. Sometimes we get so focused on the prize, that we will rationalize any means to get there. Questionable tactics may win the sale on occasion, but the risks are high. If caught we will not only lose the sale, but also the customer. And that lost customer is bound to tell others about the experience.
Taking the Stress out of Challenging Situations
I had to terminate the call so I could get to an important appointment, so the service provider gave me a ticket number and told me to check back later. By this time I had over 3000 emails and counting in my inbox and I was a nervous wreck. I turned off the vibration feature to reduce the stress, but I watched as the emails kept piling up – faster than I could delete them.
Tagged with: bettering customer experience, bettering customer relationships, customer, customer service expert, customer service management expert, customer service tech training, customer stress, give better customer service, Jim Baston, reducing customer stress
Posted in Business, Consulting Services, Education, Management, Service
Posted in Business, Consulting Services, Education, Management, Service
