In a funny way, this rude awakening proved to be a valuable reminder for me. Sometimes, through our actions or words, we are teaching our teams to behave in ways which are polar opposites to the desired behaviour. We forget sometimes that as managers we are in a fish bowl and everything we do or say is analyzed by our team for consistency and often used as a model for their own behaviour.
Blog Archives
Transform the Service Experience through Assurance
Assurance can be defined as confidence or certainty in one’s abilities. This confidence in us comes when the customer believes that they are getting excellent service and advice and that they are in the best of hands. The interesting point here is that most customers have no way or really knowing if they are truly in the best of hands and receiving excellent service and advice. They really don’t know if our technicians are technically better than our competitors or if the advice we are providing is the best they can expect from anyone. Because most customers cannot truly assess these things, they look for tangible evidence that gives them clues.
Tagged with: bettering customer experience, bettering customer relationships, customer service expert, developing custome service relationships, how to increase customer service satisfaction, Jim Baston, service manager expert, transforming the customer experience
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service
Creating the Service Experience Part 2 – CMCEF Webinar Series
I am pleased to share information about the next webinar in the CMCEF Webinar Series Transforming the Service Experience called Creating the Service Experience which will take place Tuesday, February 12th, 2013. This webinar will examine the challenges of transforming the service experience and discuss how these challenges can be addressed to ensure success. At the end of this seminar, participants will understand the challenges they will likely have to confront when transforming their own service experience and can use this information to create a plan to address them within their own firms. I hope you can attend!
Tagged with: Canadian Mechanical Contractors Education Foundation, CMCEF, Creating a great service experience, customer service consultant, customer service expert, how to provide great customer service, Jim Baston, service manager expert, technical service training, transforming the customer experience
Posted in Business, Consulting Services, Customer Service, Management, Service
Posted in Business, Consulting Services, Customer Service, Management, Service
