Beyond GREAT SERVICE shows how any service company can achieve outstanding levels of customer satisfaction and increase sales and profitability through their service technicians. This enlightening and entertaining story follows the activities of Charlie, a service manager, as he discovers the secret of successfully engaging technicians in conversations with their customers that actually increases customer satisfaction. You will learn how Charlie works with his service team to overcome the hurdles and make these proactive conversations a reality.
The Beyond GREAT SERVICE Planning Guide has been designed for business owners and managers who would like to actively engage their field service teams in making proactive recommendations to customers. The Planning Guide outlines a proven process and tangible advice to embed these proactive efforts into the culture of the organization as an integral part of their service delivery. Although intended as a stand-alone resource, readers will find Jim’s first book – Beyond GREAT SERVICE – The Technician’s Role in Proactive Business Growth – helpful in providing foundational information and inspiration for creating a plan to substantially grow revenues while adding real value to customer relationships.
Save $11.95 when you purchase both Beyond GREAT SERVICE and Beyond GREAT SERVICE Planning Guide.
+ = $69.95
Here’s what readers have to say about Beyond GREAT SERVICE:
“Struggling to take that leap from vendor to trusted partner? In Beyond GREAT SERVICE, Jim once again provides accurate insight and a workable plan that can transform your existing customer relationships into long term partnerships and provide prospects with a unique value proposition.”
Steve Horwood, Manager, Business Development Southwestern Ontario,
Black & McDonald Limited
“Beyond GREAT SERVICE is a must read book for anyone managing in a service oriented business who cares about their customer, the bottom line and the future of their business. It brings to life in an imaginative way the Proactive Service® methodology that Jim has made a cornerstone of his interactive training experiences. In a highly competitive market, the lessons and exercises on service differentiation illustrate how you can amaze your customers with service excellence like no other.”
Peter Mosney, Director and Country Manager, IDEXX Canada
“Beyond GREAT SERVICE provides a sound, practical approach that will engage your field workforce in the delivery of exceptional service and communicating value.”
Greg Sowder, Senior Vice President of Operations, Linc Service
“…A timely and practical book for service contractors. It is deceptive in its brevity, providing a concise roadmap to accelerating profits while at the same time, improving your customer relationships. The simple instructions are enormously powerful tools. Put this at the top of your shopping list.”
Daryl Sharkey, Executive Director, Mechanical Service Contractors of Canada