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.
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“They Don’t Pay Me to Look Good” in 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
When the Customer Service person says “I Can’t Help”
We’ve all experienced it. You need to get something done and the customer service person you are relying on says, “I can’t help”. The solution requires a little bit of empathy, perhaps some creativity and a lot of common sense. Although the clerk may be smart, efficient and good at their job, they fail to show any of the three requirements. There is no empathy, little creatively and certainly no evidence of common sense.
Tagged with: bettering customer relationships, customer management expert, customer service expert, give better customer service, improve customer service, improving customer service experience, Jim Baston, Proactive Service®, transforming customer experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, 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
Step 5 of a Proactive Service® Culture – Follow Up on Opportunities
Of course, the customer was angry and the technician was put in an uncomfortable position because of inaction on the part of the salesperson, but the problem would have been avoided altogether if the technician just took a moment to inquire with the customer whether they had given any more thought to the matter.
Tagged with: customer management expert, customer service, customer service expert, customer service tech training, how to improve customer satisfaction, how to provide great customer service, improving customer service experience, Jim Baston, service tech coaching and support, service technician sales
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
