So what do I mean by business promotion as a service? Our technicians are in a unique position. They understand the technologies they work with and generally are very up to date. They understand our company’s capabilities and how that technology can be applied for best results. They have a relationship with the customer that is generally based on high levels of trust. They can see how the customer is using the technology and likely have some insight into the goals and challenges the customer is facing. From that unique position, who better than our technicians to make recommendations for products and services that can help the customer be better off?
Blog Archives
The Difference Between Losing a Sale and Losing a Customer
This incident brought to focus the difference between losing a sale and losing a customer. Sometimes we get so focused on the prize, that we will rationalize any means to get there. Questionable tactics may win the sale on occasion, but the risks are high. If caught we will not only lose the sale, but also the customer. And that lost customer is bound to tell others about the experience.
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
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
Transform the Service Experience through Empathy
In my last post on the five key dimensions of service quality, we considered what we can do to transform the service experience through the tangible aspects of the service we provide. Here we consider what we can do to transform the service experience by clearly communicating to our customers that we care about them. Our customers will have little regard for us until they know that we have empathy.
Tagged with: customer relationships, customer service consultant, customer service expert, how to better customer relationships, how to empathize with clients, how to improve customer satisfaction, how to provide excellent customer service, how to provide great customer service, improving customer service, Jim Baston, transforming customer experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
