The second step to creating a Proactive Service focus for your field service team is to encourage them to get to know your customers’ business goals. At first glance this may seem a bit off of the beaten path of the technical nature of their job, but it is critical in providing a higher level of service. A technician who understands the business goals and challenges faced by the customer will be attuned to opportunities to help their customers achieve them.
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Step 2 in Creating Proactive Service® – Knowing Customers’ Business Goals
Tagged with: customer management expert, customer service and business goals, customer service expert, customer service role in business, improving customer relationships, improving customer service experience, Jim Baston, service tech sales training, service technician training, technical service 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
Creating a Proactive Service Culture Throughout Your Service Team
In this series of blogs we are going to examine six steps that you implement to create a Proactive Service® focus from all of your service team members. This will greatly enhance your efforts of developing a distinctive and sustainable competitive advantage and result in higher revenues and delighted customers. I also contend that it will make your business a more desirable place to work.
Tagged with: customer management expert, customer service expert, customer service role in business, how to increase customer service, how to provide excellent customer service, how to provide great customer service, improving customer service experience, Jim Baston, proactive service culture, service tech coaching and support, service technician training, service techs and customer business goals, service techs and customer service
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
Transform the Service Experience through Tangibles
In my previous blog in this series, we discussed how to transform the service experience through ‘assurance’. In this blog post, we will consider what we can do to transform the service experience through the tangible aspects of the service we provide. Our customers will make judgments about the quality of our work and the competence of our technicians based on tangible clues that they can see.
Tagged with: customer management expert, customer relationships, customer service consultant, customer service expert, how to improve customer service, how to increase customer service satisfaction, how to maintain excellent customer service, how to provide great customer service, improving customer service experience, Jim Baston, transforming the service experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
