The focus changes from how the customer can help us achieve our goals to how we can better help the customer achieve their goals. We should be taking every opportunity to broadcast what our technicians are doing to our customers and prospects alike. It should be a point of differentiation for us. For example, imagine your salesperson promoting the services of your company in a competitive situation. Rather than simply saying what every one of their competitors will say, they can communicate the unique value they bring through the actions of their technicians. The conversation might go something like this:
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Technician Service Challenges – How to Keep a Customer
What made him angry was the fact that the same technician was back at his office to do routine maintenance at least two or three times between the initial recommendation and the failure. “Not once in all those times did the technician remind me of this looming problem. Had he only mentioned this to me, it all could have been avoided”.
How is Your Business Really Doing? – Part 2
My point here is that this scoring key can be useful to apply to these two questions about the quality of the Proactive Service® experience you are providing. It will clearly identify the percentage of respondents who will speak positively about you and potentially become “ambassadors” for your company as well as the percentage of those who will speak negatively about you. This helps you focus on both ends of the satisfaction spectrum and focus on minimizing the percentage of “detractors” while maximizing the percentage of “promoters”.
Tagged with: customer service expert, customer service management expert, customer service measurement, Frederick Reichheld, how to measure customer service, Proactive Service®, service technician training programs
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Posted in Business, Consulting Services, Customer Service, Education, Management, Service
Dealing With Emotional Customers to a Positive Result
Manage the situation. This is the critical point in this situation. The manager had used an approach to draw out some of the emotion from the situation, but was he prepared to do anything? Here is what he did.
Tagged with: customer service expert, dealing with difficult customers effectively, how to improve customer satisfaction, how to improve customer service, Jim Baston, Proactive Service®, service tech training expert, service technician training programs
Posted in Business, Education, Management, Manufacturing, Service
Posted in Business, Education, Management, Manufacturing, Service
