Do Your Techs Promote your Services? Why not Tell your Customers?

service technician training program

Do you have an expectation (formal or informal) for your technicians to promote your services to your customers? If so, why not tell your customers?

I spoke at a conference recently in Europe where we discussed the engagement of field service teams in business development. The attendees were senior level service executives from many well recognized global companies. I asked how many of their companies had a formal expectation and program to engage their technicians in promoting their products and services. Most indicated that they had. I then asked how many have informed their customers about their technicians’ actions. No one raised a hand. Read more ›

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Posted in Business, Customer Service, Education, Management, Service Tech Training

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