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
6 Steps to Delivering Your Brand Promise Through Your Field Service Team
The definition of our brand, when boiled down to its simplest form, is what our customers and prospective customers think and feel about our service and our organizations. We all have a brand. The question is, did we choose it, or did we let others choose it for us?
Tagged with: bettering customer relationships, brand promise, branding, business branding, customer management expert, customer service, customer service expert, define your brand, how to increase customer service satisfaction, how to provide excellent customer service, Jim Baston, service tech training expert, service technician training programs
Posted in Business, Education, Management
Posted in Business, Education, Management
Money isn’t Everything … for Service Companies
There is a lot of talk these days about the customer experience and how it is critical to creating today’s competitive advantage. In the service industry, the customer experience is largely created by the interaction of our customer-facing personnel with the customer. In most cases our “customer-facing personnel” are our technicians and the customer experience comes from the relationships they are able to form. It is these relationships, built on both personal and professional credibility that are critical for our success.
Tagged with: customer service, customer service consultant, customer service expert, how to improve customer service, how to increase customer service, how to provide excellent customer service, Jim Baston, Proactive Service®, service techs and customer service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Step 5 of a Proactive Service® Culture – Follow Up on Opportunities
Of course, the customer was angry and the technician was put in an uncomfortable position because of inaction on the part of the salesperson, but the problem would have been avoided altogether if the technician just took a moment to inquire with the customer whether they had given any more thought to the matter.
Tagged with: customer management expert, customer service, customer service expert, customer service tech training, how to improve customer satisfaction, how to provide great customer service, improving customer service experience, Jim Baston, service tech coaching and support, service technician sales
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
