In my previous blog in this series, we discussed how to transform the service experience through ‘assurance’. In this blog post, we will consider what we can do to transform the service experience through the tangible aspects of the service we provide. Our customers will make judgments about the quality of our work and the competence of our technicians based on tangible clues that they can see.
Blog Archives
Transform the Service Experience through Tangibles
Tagged with: customer management expert, customer relationships, customer service consultant, customer service expert, how to improve customer service, how to increase customer service satisfaction, how to maintain excellent customer service, how to provide great customer service, improving customer service experience, Jim Baston, transforming the service experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
CMCEF Webinar Series – Part 3 Maintaining the Service Experience
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.
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
Creating the Service Experience Part 2 – CMCEF Webinar Series
I am pleased to share information about the next webinar in the CMCEF Webinar Series Transforming the Service Experience called Creating the Service Experience which will take place Tuesday, February 12th, 2013. This webinar will examine the challenges of transforming the service experience and discuss how these challenges can be addressed to ensure success. At the end of this seminar, participants will understand the challenges they will likely have to confront when transforming their own service experience and can use this information to create a plan to address them within their own firms. I hope you can attend!
Tagged with: Canadian Mechanical Contractors Education Foundation, CMCEF, Creating a great service experience, customer service consultant, customer service expert, how to provide great customer service, Jim Baston, service manager expert, technical service training, transforming the customer experience
Posted in Business, Consulting Services, Customer Service, Management, Service
Posted in Business, Consulting Services, Customer Service, Management, 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
CMCEF Webinar Series
I am delighted to let you know about a webinar series that I am presenting in conjunction with the Canadian Mechanical Contractors Education Foundation (CMCEF) that I thought would be of interest to you. The series is called Transforming the Service Experience. The webinars are intended to help service companies in today’s highly competitive service environment create a highly valued service experience that distinguishes them from their competitors through the activities of their field service team.
Tagged with: Canadian Mechanical Contractors Education Foundation, CMCEF, creating the customer service experience, customer service consultant, customer service expert, customer service webinar series, defining the customer experience, Jim Baston, maintaining the service experience, Transforing the Service Experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
