If you are in the service business, then you know a little bit about change. Just about everything to do with field service has been impacted by technology; and it has changed the way we do business. Technology is also…
Blog Archives
Technology’s Revolutionary Impact on the Relative Importance of Soft Skills
Tagged with: BBA Consulting, customer relationships, customer service, customer service consultant, customer service excellence, customer service expert, how to improve customer service, Jim Baston, proactive service culture, service industry, service tech training expert, service technician training, service technician training expert, service technician training programs, soft skills, technology, Technology and business, technology and soft skills, technology in the service industry
Posted in Business, Education, Service, Uncategorized
Posted in Business, Education, Service, Uncategorized
Don’t Make Promises you Can’t Keep – Especially in Business
At check out we expressed our disappointment. We explained that we had expected a quiet, relaxing stay as promised on their website but we experienced just the opposite. We felt that we should have been told about the wedding at the time of booking and advised about the noise problem associated with the room we were given. We then could have made an informed decision about whether to stay there. The inn should have been prepared to turn us away but instead chose to fall terribly short on their promise. Instead of more raving fans, they created raving detractors. We certainly won’t recommend this place and will avoid it on any future visit.
1st Step in Creating Proactive Service® – Focus on Service, Not Selling
Technicians who seem naturally gifted at selling their company’s products or services do not see their efforts as selling at all – they recognize their recommendations as the valuable service that they are. To them it is a service activity.
Tagged with: customer management expert, customer relationships, customer service consultant, customer service expert, how to provide excellent customer service, improving customer service, improving customer service experience, Jim Baston, service manager coaching training, service tech training, service technician sales, service technician training
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Are Your Employees Empowered to Deliver Exceptional Customer Service?
The bank employees were constrained by a bank policy that prevented them from delivering the quality of service they were capable of. Despite the fact that the bank staff was polite and professional, the experience was frustrating and time wasting and completely unnecessary. Now, there may be a good reason for this particular policy, but the branch employees were unable to explain it.
Tagged with: bettering customer relationships, customer management expert, customer relationships, customer service consultant, customer service expert, how to improve customer service, improving customer service experience, transforming the customer experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Uncategorized
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Uncategorized
