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
6 Steps to Support Your Technicians in Making Beneficial Recommendations to Customers
When I managed a service business several years ago, we introduced a new initiative where we wanted to stress the importance that we in management had in ensuring the success of the project and we adopted the motto “If it…
Tagged with: 6 steps to help support your technicians to make beneficial recommendations to customeres, customer management expert, customer service expert, how to provide excellent customer service, how to support technicians to make recommendations to customers, Jim Baston, management team training, management training, proactive recommendations to customers, service tech training expert, service technician training programs
Posted in Business, Customer Service, Education, Management, Service Tech Training
Posted in Business, Customer Service, Education, Management, Service Tech Training
How Service Providers Can Stand out from the Crowd
Now, in the scheme of things, I guess you could say that the customer service representative was just doing his job. And maybe, he had nothing better to do at that time in the morning – I don’t suppose he would have been run off his feet. However, the willingness to stay on the line and guide me through the steps until everything was working the way I needed it was the best thing he could have done for me this morning. It showed that he was sensitive to my situation (empathy) and he provided the level of support he felt would suit my needs in the circumstances.
Tagged with: customer service consultant, customer service excellence, customer service expert, how customer service reps can excel, how to improve customer service, how to provide excellent customer service, Jim Baston, Proactive Service®, service tech coaching, service technican training expert
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
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
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
