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.
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Money isn’t Everything … for Service Companies
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
Dealing With Emotional Customers to a Positive Result
Manage the situation. This is the critical point in this situation. The manager had used an approach to draw out some of the emotion from the situation, but was he prepared to do anything? Here is what he did.
Tagged with: customer service expert, dealing with difficult customers effectively, how to improve customer satisfaction, how to improve customer service, Jim Baston, Proactive Service®, service tech training expert, service technician training programs
Posted in Business, Education, Management, Manufacturing, Service
Posted in Business, Education, Management, Manufacturing, Service
“They Don’t Pay Me to Look Good” in Service Delivery
The second component that makes up our customers’ service experience is how the service is conducted – the smile on the tech’s face, the cleanliness of the work area, the quality of the repair description and even how the technicians chooses to present him or herself. This is called the service delivery.
Tagged with: customer service expert, customer service tech training, developing customer service relationships, how to improve customer service, Jim Baston, Proactive Service® workshops, service tech training, service technicians and sales, technical service training
Posted in Business, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Customer Service, Education, Management, Manufacturing, Service
Step 6 of a Proactive Service® Culture – Coach and Support
In step 5 of our previous blog, we talked about following up on opportunities. The 6th and final step in creating a Proactive Service® culture within your service team is to provide coaching and support. If we want to see…
Tagged with: coaching expert, customer service consultant, customer service expert, how to coach and support tech staff, how to improve customer service, improving customer service, Jim Baston, proactive service culture, Proactive Service®, service manager trainiing, service tech training
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Continuous Educational Opportunities – 3rd Step in Creating a Proactive Service® Culture
We then ask the technicians, “How many of you know enough about all of the services and products that your company offers to have a high-level conversation with your customers about what you do?” Several, if not all of the technicians typically will indicate that they are not aware of all of the products or services offered. We then ask, “If you were more aware and were able to carry on that high-level conversation to explore if the customer could benefit from the product or service, do you think that you would be of more value to that customer?” The answer is invariably “Yes!” “So what are you prepared to do about it?” is our challenge.
Tagged with: customer service expert, customer service manager training, customer service tech training, how to improve customer service, how to train service techs, Jim Baston, proactive service culture, Proactive Service®, service technician training, training field service teams, training service techs
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
