I recently had the good fortune to work in Australia for an international client. It was a wonderful experience and a great adventure. It also provided me with a lesson in good customer service delivery. The lesson? Good customer service is not always the same for every customer. It all depends on meeting the customer’s expectations.
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A Lesson in Good Customer Service Delivery
Tagged with: bettering customer relationships, bettering customer service experience, Customer Service Expectations, customer service expert, how to improve customer service, Jim Baston, Managing Customer Service, Managing Service Technicians, Proactive Service®, service technician training, service technician training programs
Posted in Customer Service, Education, Service, Service Tech Training
Posted in Customer Service, Education, Service, Service Tech Training
6 Steps to Delivering Your Brand Promise Through Your Field Service Team
The definition of our brand, when boiled down to its simplest form, is what our customers and prospective customers think and feel about our service and our organizations. We all have a brand. The question is, did we choose it, or did we let others choose it for us?
Tagged with: bettering customer relationships, brand promise, branding, business branding, customer management expert, customer service, customer service expert, define your brand, how to increase customer service satisfaction, how to provide excellent customer service, Jim Baston, service tech training expert, service technician training programs
Posted in Business, Education, Management
Posted in Business, Education, Management
Proactive Recommendations by Your Field Team Are a Big Business Differentiator – Three Actions You Can Take
Why Don’t More Service Firms Promote Their Field Team’s Efforts?
Before we look at the how, let’s consider the why. It is interesting to note that most firms in my unscientific sampling do not let their customers know that they have encouraged their field service professionals to look for and make recommendations to help them be better off.
Tagged with: bettering customer relationships, customer service expert, improving customer realtionships, increasing onsite sales, Jim Baston, proactive recommendations by field service techs, proactive recommendations to customers, service technician training programs, teaching service technicians how to sell
Posted in Customer Service, Education, how to teach service technicians to sell to customers, Management, Sales, Service Tech Training
Posted in Customer Service, Education, how to teach service technicians to sell to customers, Management, Sales, Service Tech Training
Building Personal and Professional Credibility
There is a lot of interest in teaching field service technicians to promote services. This makes sense as the field service professional is in the best position to recognize opportunities and to discuss these with their customers. To help them, many firms look to courses to train their field teams how to sell. But, if you’re serious about engaging your technicians in product and service promotion as part of your strategy to enhance service levels, then building personal and professional credibility are the most important skills needed for proactive service teams.
Tagged with: bettering customer relationships, building personal and professional credibility, customer service expert, customer service tech training, Jim Baston, service tech training expert, service technician training programs, Trust between field service professionals and customers
Posted in Business, Customer Service, how to teach service technicians to sell to customers, Sales, Service Tech Training
Posted in Business, Customer Service, how to teach service technicians to sell to customers, Sales, Service Tech Training
Developing a Proactive Business Development Culture for the Time Strapped Service Manager
You believe that you can offer a better service by getting your field service team to make recommendations aimed at helping your customers to be better off. You have taken steps to support your expectations of a more proactive approach by your techs, including providing training and putting in place a process to capture leads and communicate progress on all opportunities.
Tagged with: customer service consultant, customer service tech training, field service technician management, Jim Baston, managing field service team, proactive approach to selling, service technician sales, service technician sales training, service technician training programs, train service technicians to sell
Posted in Consulting Services, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Posted in Consulting Services, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
