In his book, Coaching for Improved Work Performance[1], Ferdinand Fournies notes that, although there are 16 reasons why employees do not do what they are supposed to do, 99% of the time it is because of only two – they…
Blog Archives
Disappointed with Technician Efforts in Making Recommendations to Customers? Teach Them the “5 Ps”.
Tagged with: bettering customer relationships, bettering customer service experience, customer service expert, customer service tech training, how to improve customer service, how to provide excellent customer service, how to teach service technicians to sell to customers, how to teach technicians to recommend services to customers, Jim Baston, recommending services to customers, service tech training expert, service technician training programs, teaching sales to service technicians
Posted in Consulting Services, Customer Service, Management, Sales, Service
Posted in Consulting Services, Customer Service, Management, Sales, Service
4 Questions to Ask When Evaluating Technician “Sales” Training Programs
There is a considerable amount of debate over the role of technicians in promoting services. Below are my key beliefs about the role that service technicians play in your organization and 4 questions to ask when evaluating training programs that can help you ensure you get a higher ROI.
Tagged with: customer service expert, customer service tech training, customer service training expert, how to train service technicians, Jim Baston, service management training programs, technican training programs, technician sales training programs, technician training and selling
Posted in Business, Education, Management, Service Tech Training
Posted in Business, Education, 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?’
4 Components of a Better Technician Work Order Resolution Description
Frustrated by the poor quality of the information provided by your technicians on work orders? The importance of the quality of the work order resolution description is often overlooked. The fact is the quality of this information is very important! Below are 4, easily remembered components that your technicians can include to better communicate the value of the work they have performed. The four components are captured using the acronym CARE.
Tagged with: bettering customer service experience, customer service tech training, customer service tech training expert, customer service tech work order template, customer service training expert, improving customer service experience, Jim Baston, service management training expert
Posted in Business, Consulting Services, Management, Service
Posted in Business, Consulting Services, Management, Service
Spontaneous Empathy – Addressing Concerns Before the Customer Raises Them
It got me to thinking that in the technical service business, circumstances beyond our control often occur to cause us to deliver less than ideal service. A serious traffic delay on a major road or a severe winter storm preventing the delivery of the needed part are just two examples. When those things occur, are our field service teams, dispatchers and other front line staff trained and ready to demonstrate “spontaneous” empathy? Are they aware that, although they may not be responsible for the circumstances that have caused the problem, they are responsible for the ongoing customer experience? Do they know how to communicate this through their words and actions?
